As-Is Assessment - Jharkhand

As-Is Assessment 

e-District Project - As-Is Assessment 

August, 2008 

*connectedthinking 

Pwc 

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PricewaterhouseCoopers 1 e-Dis


Table of Contents 

1. Executive Summary ....................................................................................................... 5 

1.1 Setting the Context ................................................................................................ 5 

1.2 Scope of Work and overall Approach for e-District................................................. 6 

1.3 Purpose of the As-Is report and approach ............................................................. 7 

1.4 Findings................................................................................................................. 7 

1.5 Limitations of the Report........................................................................................ 8 

1.6 Structure of the Report .......................................................................................... 9 

2. Certificates................................................................................................................... 11 

2.1 Introduction.......................................................................................................... 11 

2.2 Issue of Birth and Death Certificate ..................................................................... 12 

2.2.1 Service snapshot ............................................................................................. 12 

2.2.2 As-Is Process .................................................................................................. 13 

2.2.3 E-Readiness level of the Service ..................................................................... 15 

2.3 Issue of Caste Certificate..................................................................................... 16 




2.4 Issue of Domicile Certificate ................................................................................ 19 




2.5 Issue of Income Certificate .................................................................................. 22 




3. Consumer Courts......................................................................................................... 26 

3.1 Introduction.......................................................................................................... 26 

3.2 Consumer Case................................................................................................... 26 


3.2.2 As-Is Process for Consumer case.................................................................... 27 


4. Electoral Services ........................................................................................................ 31 

4.1 Introduction.......................................................................................................... 31 

4.2 Electoral rolls – Addition, Deletion, Correction ..................................................... 31 




5. Grievances and RTI ..................................................................................................... 41 

5.1 Introduction.......................................................................................................... 41 

5.2 Right to Information Act ....................................................................................... 41 




5.3 Grievances .......................................................................................................... 44 




6. Pensions...................................................................................................................... 46 

6.1 Introduction.......................................................................................................... 46 

6.2 Indira Gandhi National Old Age Pension Scheme................................................ 46 




PricewaterhouseCoopers 2 e-District Project, Government of Jharkhand


6.3 State Social Security Pension Scheme................................................................ 49 




7. Police Services ............................................................................................................ 52 

7.1 Introduction.......................................................................................................... 52 

7.2 First Information Report ....................................................................................... 52 




8. Services Related to Ration Cards ................................................................................ 56 

8.1 Introduction.......................................................................................................... 56 

8.2 Issue of Ration Card............................................................................................ 56 




8.3 Modifications to Ration Card................................................................................ 65 




9. Recovery Certificates................................................................................................... 72 

9.1 Introduction.......................................................................................................... 72 

9.2 Recovery through Recovery Certificate................................................................ 72 




10. Revenue Courts ...................................................................................................... 77 

10.1 Introduction.......................................................................................................... 77 

10.2 Court cases Process............................................................................................ 77 

10.2.1 Service snapshot ......................................................................................... 77 

10.2.2 As-Is Process............................................................................................... 78 

10.2.3 E-Readiness level of the Service ................................................................. 79 

11. Utility Services......................................................................................................... 81 

11.1 Introduction.......................................................................................................... 81 

11.2 Application for Water Connection ........................................................................ 81 




11.3 Water Bill Payment .............................................................................................. 84 




11.4 Electricity Bill Payment ........................................................................................ 85 




References ......................................................................................................................... 88 



PwC 

Chapter 1 

Executive Summary 



1. Executive Summary 

1.1 Setting the Context 

Government of India (GoI) has formulated National e-Governance Plan (NeGP) to foster 

modernization of government administration and service delivery to citizens through 

adoption of Information & Communication Technologies (ICT). The main components of 

NeGP are shown in the figure below. 

Apex Committee 

Program Management Structure 

Central Government 

Projects 

• National ID 

• Central Excise 

• Income Tax 

• DCA 21 

• Passports/Visa & Immigration 

• Pensions 

• Common Service Centre 

State Government Projects 

Integrated Projects 

(Sub Programme) 

• EDI 

• Land Records 

• E-BIZ 

• Property Registration 

• India Portal EG Gateway 

• Transport 

• e-Procurement 

• Agriculture 

• e-Courts 

• Municipalities 

• Gram Panchayats 

• Commercial Taxes 

• Treasuries 

• Police 

• Employment Exchange 

• e-District 

Core Infrastructure Components 

• State Data Centre 

• State Wide Area Network 

• Core Policies 

• Core Infrastructure 

• Support Infrastructure 

Program Components 

• Integrated Services 

• Technical Assistance 

• HRD & Training 

• Awareness & Assessment, 

• Organization Structures 

• R&D 

Figure 1: NeGP components 

e-District is a Mission Mode Project (MMP), funded by Government of India, implemented at 

the State level across the nation. The project aims to target certain high volume services 

currently not covered under any MMP under the NeGP and undertake back end 

computerization to e-enable the delivery of these services through the Common Services 

Centers. 

The key objectives for the implementation of the e-District project are: 

• Leveraging the SWAN and CSC to improve services delivery to citizens 

• To integrate and seamlessly deliver citizen services provided by district administration 

through backend digitization and process redesign 

• Implementation of an efficient electronic workflow system for reduction of workload of the 

district personnel 

• To create a smart link/interface between citizens, governments, public utilities and other 

information providers 

• Fast processing of public cases/appeals/grievances dissemination of information 



• Using Private resources and expertise in the delivery of district administration services 

on a financially self sustainable basis 

1.2 Scope of Work and overall Approach for e-District 

For Jharkhand, Ranchi has been selected as the pilot district. Based on the learning at 

Ranchi the project will be rolled out across the state. The following services have been 

selected for implementation through the e-District Project at Ranchi. 

Table 1: Services for Ranchi e-District 

S No. Category Description of services 

1. Issue of Certificates Domicile, Income, Caste, Birth and Death 

certificates 

2. Consumer courts Case tracking, Daily cause list, Copy of Final 

orders. 

3. Electoral services Addition in voter list, Updating of current details, 

Deletion from voter list 

4. Grievances Application, tracking and monitoring of complaints 

5. Govt. Dues and 

Recovery 

Easy payment of Govt. dues – online or kiosk, 

Tracking of RC’s 

6. Pensions Old age and Widow pensions 

7. Police Tracking information about FIR’s 

8. Public Distribution 

System 

Ration card related services – New card, Surrender 

and modification of existing cards. 

9. Revenue Courts Case tracking, Daily cause list, Copy of Final 

orders. 

10. Utilities services Application for Water connection, Payment of 

Water tax/bill, Payment of Electricity bills 

The overall approach of the engagement is based on the study of the As-Is scenario 

including an intensive study of the processes for services. Based on this study, improvement 

opportunities through Business Process Re-engineering (BPR) would be identified for 

benefitting the citizens and the department. Benefits to the citizens would be in terms of 

faster turnaround time for availing services, ease in availing services, lesser visits to the 

office, availability of the service through channels other than the department counter etc. The 

benefits to the department would be measured in terms of improving the revenue realization, 

improving compliance and better information availability and usage for informed decision 



making. Once the BPR recommendations have been accepted, the to-be process will be 

designed accordingly along with the SRS. The RFP for the development of software 

applications to electronically enable the services and data digitization would be released. 

Once the software application is ready, the services will be offered at the pilot e-District and 

after stabilization of the model, the replication of this project will be undertaken on a state 

wide basis. The aforementioned overall approach is depicted pictorially below: 

Figure 2: Overall Approach for e-District Project 

Project 

Roadmap & 

Detailed 

Plan 

- Is 

As - Is 

Assessment 

Gap Analysis 

Re-Design 

Processes 

Technical 

Architecture 

Infrastructure 

Deployment 

RFP for State 

Wide Rollout 

Training and Change Management 

Plan 

1.3 Purpose of the As-Is report and approach 

The purpose of the As-Is report is to understand and document the current processes for the 

delivery of selected services and examine the readiness levels of these services and 

departments for electronic enablement. The examination of the current processes is also 

required to identify the improvement opportunities for improving the delivery of services 

electronically. 

The As-Is study has been conducted through a consultative approach. Detailed one-on-one 

as well as group interviews of over 50 officials from participating departments, JAPIT, NIC 

etc. were conducted. Further, secondary research was undertaken that covered the websites 

of the departments, departmental orders and circulars, etc. Data such as statistics of 

transactions per year, service levels, IT infrastructure related information and other relevant 

information was made available by the departments as requested. The As-Is process once 

captured, was again validated with the departments to plug any gaps in understanding. 

1.4 Findings 

Purpose of the As-Is report is to understand and document current processes for delivery of 

selected services and to examine readiness levels of these services and departments for 

electronic enablement. This exercise is also required to identify the improvement 

opportunities for improving the delivery of services electronically. 



The study highlights the fact that readiness and extent of electronic delivery of the services 

at the district level varies widely. While most services have no level of digitization or 

electronic enablement there are some services that are at an advanced stage of web 

presence. Further, the effort required for the electronic enablement of services also varies. 

The figure below captures both these aspects of the services covered under the study. 

Level of 

online 

enablement 

LEGEND 

1.1 Birth & Death Certificate 

Networked 

1.2 Caste, Domicile, Income Certificate 

Transactional 

2 Consumer courts 

Interactive 

1.1 

9 

2 

3 

3 Electoral Services 

4 Grievance Redressal and RTI 

Web 

Presence 

10 

4 

5 Pensions 

No web 

Presence 

1.2 

5 

6 

6 Police Services 

7 Ration Cards 

7 

8 

8 Recovery Certificates 

No 

Computerization 

Database Exists 

2-tier 

Application 

3-tier 

Application 

Readiness for 

online enablement 

9 Revenue courts 

10 Utility Services 

As shown in the figure, while services such as the issue of Caste, Domicile and income 

certificates; Pensions; Services related to Ration cards and the Recovery certificates are 

completely manual with no electronic intervention, there are services such as the utility 

services; birth and death certificates; services related to consumer courts; services related to 

revenue courts; electoral services etc. which have a fair amount of procedural information 

and other useful information available online. Though there are no transactional services 

available today, it is expected that online payment of electricity and water bills may be 

initiated in the next 1 year. 

1.5 Limitations of the Report 

This report is based on the information provided by the interviewees and the information 

gained from secondary research. However, there could be small differences in processes 

even within the same district (Ranchi in this case) in the same department. E.g. The Income 

and Domicile certificates issued at Ranchi town Circle office are a bit different than the ones 

issued at Kanke. Further, it needs to be noted that the mandate for the report is for the As-Is 

assessment of the selected e-District services and not the assessment of the departments 

which deliver these services. Further, there are services which may be delivered through the 

CSC in other districts on a pilot basis but are being delivered only through the department 

counter at Ranchi such as the grievance redressal. 



1.6 Structure of the Report 

The report has been structured across chapters with each chapter covering one service. 

Each chapter starts with a general introduction of the service and the acts / laws governing 

the service followed by other important information regarding the services such as the stake 

holders involved, statistics, current service delivery channels etc. A description of the 

process for availing the service has been presented both in words and pictorially in the As-Is 

process section. The final section of each chapter throws light on the computerization levels 

achieved and future plans. 

The final chapter on References acknowledges the various sources that were useful in 

presenting this report in the present form. References section covers, service wise, the 

reports, circulars, websites etc. as well as the name and designation of over 50 officials who 

were interviewed to understand the processes and then validate our understanding. 



PwC 

Chapter 2 

Certificates 



2. Certificates 

2.1 Introduction 

The District Administration issues certificates to the citizens as an evidence of their eligibility 

for getting exemptions / services / to qualify for various services and benefits. The power to 

issue these certificates is vested in the DC who has delegated these powers to various 

officials of district Administration. Some of the most important certificates that are issued to 

the citizens include: 

1. Birth Certificate: Birth Certificate is a legal document which is useful in establishing the 

birth date and the parentage of an individual. Registration of birth has been made 

compulsory all over India through enactment of the Registration of Birth and Death 

(RBD) Act –196. Birth certificate is necessary to establish the date of birth of an 

individual which in turn is used in a number of number of areas such as 

• School and College admissions 

• Social Welfare schemes like Old age pensions 

• Admission to orphanages, destitute homes etc where 

• To enroll name of the child in a Ration Card 

At Ranchi, the Birth Certificate is issued under the section 12/17of Registration of Births 

and Deaths Act,1969 and Rule 8/13 of the Bihar Registration of Birth and Death Rules 

1999. Ranchi Municipal Corporation issues the Birth Certificate for all births in Ranchi 

(Urban Area). 

2. Caste Certificate: Caste certificate is a legal document certifying the caste of an 

individual. It is issued by the Circle Office. The relevance of the caste certificate is 

evident from some of its key benefits below 

• used to avail the seats reserved for SC/ST/OBCs in educational institutions and 

government offices 

• used to avail benefits under the Social Welfare schemes run by the State and Central 

Government 

3. Death Certificate: A death certificate is a mandatory proof for relieving a person from 

the entire social and legal obligations. A death certificate supports the family members of 

the deceased in availing the property rights and schemes such as insurance policy 

benefits, widow pensions and other entitled privileges. Further, the court of law requires 

the proof of time and date of death in decisions pertaining to murder etc. 

At Ranchi, the Death Certificate is issued under the section 12/17of Registration of Births 

and Deaths Act,1969 and Rule 8/13 of the Bihar Registration of Birth and Death Rules 

1999. Ranchi Municipal Corporation issues the Birth Certificate for all deaths in Ranchi 

(Urban Area). 

4. Domicile Certificate: Domicile certificate is a legal document that establishes the place 

of residence of a person. It is issued by the Circle Office. The 3 types of domicile 



certificates issued at Ranchi are for educational purposes, employment and for armed 

forces. Some of the areas where domicile certificate helps are 

• to avail admission in educational institutes which have seats reserved for local 

candidates 

• to avail employment opportunities in organizations which have reserved seats for 

local candidates 

• to availing Bank Loans where a proof of residence is required 

5. Income Certificate: Income certificate is a legal document that certifies the certificate 

holder’s annual income. . It is issued by the Circle Office. Some of the areas where 

income certificate helps are 

• used to avail scholarship schemes available in various educational institutions 

• to avail benefits under the Social Welfare schemes run by the State such as Old Age 

and Widow Pension schemes, BPL and Antyodaya Ration Cards, Loans under Self 

Employment Schemes etc. 

• used for availing Bank Loans 

The process for the issue of each of these certificates, at Ranchi, is captured in this chapter. 

The process may have minor differences in rural areas / block level. 

2.2 Issue of Birth and Death Certificate 

2.2.1 Service snapshot 

Item 

Type of Service 

Pre-requisites / 

documents required 

Frequency of availing 

service 

Primary stakeholders 

Secondary 

stakeholders 

No. of transactions 1 

(Only for area under 

Remarks 

End to End (Information, Interaction, Transaction, Payment) 

Filled application form 

At the birth of a child / at the death of an individual 

Citizens, Municipality 

All departments and services requiring age proof / services and 

institutions whose services are triggered / ceased due to death of 

a person 

2005: Birth Certificates: 15750 Death Certificates: 1567 


1 Transaction numbers for 2005 are approximate; figures for 2006 and 2007 are exact. The sudden dip in 2005 

was recorded due to the elimination of duplicate birth certificates; in 2007 the figures again increased as direct 

collection of the birth data from the hospitals was started due to which the birth certificates of even those children 

whose parents did not apply for the birth certificate are being prepared. 



Ranchi Municipal 

Corporation) 

Service levels 

Current service 

delivery channels 


24 hours from the submission of application (less than 21 days 

after the event) 

24 hrs. from the grant of permission of the competent authority 

(for registration after 21 days from the event) 

Departmental counter 

2.2.2 As-Is Process 

The process for the issue of the birth certificate or death certificate is as under: 

1. The applicant fills up the form and submits it to the RMC 

2. If the registration is being done within 21 days of the event, it is done absolutely free and 

the certificate may be obtained the next day 

3. If the registration is being sought after 21 days of the event, then the following will 

happen depending on the time of delay: 

• 21 to 30 days of event – Rs. 2 fee after permission of the concerned registrar 

• 30 days to 1 year of the event – Rs. 5 fee after permission of Additional District 

Registrar 

• Over 1 year – Rs. 10 fee after permission of First class magistrate 

4. The list of cases for which the applicant needs to visit the office of the SDO or the District 

Statistical Officer is put on the RMC notice board the next day of the receipt of the 

application. 

5. The applicant goes to the concerned official as per the list and once he has the approval 

comes back to the RMC to the Deputy Registrar who signs on his application and puts 

the applicable fine on the application. The applicant then pays the fine to the cashier who 

gives him a receipt. 

6. The full application with all the supporting documents and the receipt is submitted to the 

deputy registrar. 

7. Data entry is done by the back office of the RMC and the certificate is issued within 24 

hours of the receipt of the completed application. 

The above process for the issuance of the Birth and Death certificates is represented 

pictorially overleaf. 



Issuance of Birth / Death Certificate (Ranchi Municipality) 



2.2.3 E-Readiness level of the Service 

Item 

Online presence 

Level of digitization 

Software application 

details 

IT infrastructure at the 

department 

Future plans 

IT skills of people 

Remarks 

Procedural information and downloadable forms available online 

at www.ranchimunicipal.com 

All records pertaining to Birth and Death registration since 2004 

have been digitized. 

Software module has been developed in VB.net with SQL server 

as the data base. The architecture of the application is client 

server based but in the next two months, the application will be 

web enabled. The only constraint in allowing online access to the 

application is the non-availability of a web server and the required 

facilities. 

3 computers and 2 printers for birth and death registration related 

work. 1 server for all data related to RMC services including B&D 

Registration. 3 data entry operators have been employed for data 

entry. 

Integration of all modules; web enabled application 

There is a computer division with data entry operators for each 

service. However, the clerks at the counter have not been trained 

on computers 



2.3 Issue of Caste Certificate 


Item 





service 


Secondary 

stakeholders 

No. of transactions 




Remarks 

End to End (Information, Interaction, Transaction) 

Filled application form, Affidavit, Proof of caste such as Khatiyan, 

registered deed etc., if proof is not available, physical verification 

by the Circle Inspector or the Circle Officer 

On a need basis 

Citizens, Circle Office 

All departments and services requiring caste certificate such as 

educational institutions, government departments for employment, 

etc. 

2005: 8099 

2006: 9519 

2007:: 9180 

Under normal circumstances, if the application is complete, the 

applicant can get the certificate in 3 days after the submission of 

application at the Ranchi Town office. 

Application submission: Tuesday and Thursday between 10 AM 

and 2 PM 

Certificates disbursal: Friday (for applications submitted on 

Tuesday) and Monday (for applications submitted on Thursday) 



The process for the issue of the caste certificate is as under: 

1. The applicant buys the form for Re 1 and prepares an affidavit. 

2. The application form is filled and submitted at the counter of the Circle Office along with 

the affidavit and proof of caste (Khatiyan, registered deed, other documentary proof of 

caste). Applications are accepted on Tuesday and Thursday between 10 AM and 2 PM. 

3. The Clerk at the counter endorses the application and accepts the same after checking 

the completeness of the application 



4. The Circle Inspectors examines the application and signs it. In case the documentary 

evidence is not satisfactory, the Circle inspector does a physical verification. An entry is 

made in the register. 

5. The application is sent to Circle Officer for his signatures 

6. The caste certificate is issued to the applicant. For applications submitted on Tuesday, 

the certificate may be collected on Friday while for applications submitted on Thursday 

collection of the certificate may be done on Monday. 

The above process for the issuance of the Caste certificate is represented pictorially 

overleaf. 


Item 

Remarks 




details 


department 

Future plans 


None 

None 

None 

One computer with internet connection for the Circle Officer at 

each Circle Office. 

None 

No computer training till now. 



Issuance of Caste Certificate (Ranchi Town office) 



2.4 Issue of Domicile Certificate 


Item 





service 


Secondary 

stakeholders 





Remarks 


Filled application form, Affidavit, Proof of caste such as Khatiyan, 


by the Circle Inspector or the Circle Officer. 

For employment and armed forces, the domicile certificate can be 

issued only if the applicant has been a resident of Ranchi for over 

10 years. Further, Khatiyan is necessary to obtain domicile 

certificate for employment. 

For educational purposes, domicile certificate may be issued to 

anyone with over 5 years residence at Ranchi. 



All departments and services requiring domicile certificate such as 

educational institutions, government departments for employment 

and privileges, etc. 

2005: 3831 

2006: 3830 

2007: 7311 





and 2 PM 







The process for the issue of the domicile certificate is as under: 



the affidavit and proof of living in Ranchi for over 5 years (Educational purpose domicile 

certificate) or 10 years (Employment purposes / armed forces domicile certificate). 

Applications are accepted on Tuesday and Thursday between 10 AM and 2 PM. 



4. The Circle Inspectors examines the application and signs it. An entry is made in the 

register 

5. The application is sent to Circle Officer for his signatures 

6. The domicile certificate is issued to the applicant. For applications submitted on 

Tuesday, the certificate may be collected on Friday while for applications submitted on 

Thursday collection of the certificate may be done on Monday. 

The above process for the issuance of the Domicile certificate is represented pictorially 

overleaf. 


Item 

Remarks 




details 


department 

Future plans 


None 

None 

None 



None 




Issuance of Domicile Certificate (Ranchi Town office) 



2.5 Issue of Income Certificate 


Item 





service 


Secondary 

stakeholders 





Remarks 


Filled application form, Affidavit, Proof of caste such as khaityan, 


by the Circle Inspector or the Circle Officer 



All departments and services requiring caste certificate such as 

benefits for poor, educational institutions for scholarships and 

reservation, people applying for government tenders etc. 

2005: 9506 

2006: 13,964 

2007: 11,977 





and 2 PM 





The process for the issue of the Income certificate is as under: 



the affidavit and proof of income (For employed people, salary slip and tax returns, for 

others tax returns, agricultural land, or based on the educated guesstimate as per the 

profession and local knowledge of Circle Inspector / Circle Officer). Applications are 

accepted on Tuesday and Thursday between 10 AM and 2 PM. 





4. The Circle Inspectors examines the application and signs it. An entry is made in the 

register 

5. The application is sent to Circle Officer for his signatures. 

6. The income certificate is issued to the applicant. For applications submitted on Tuesday, 

the certificate may be collected on Friday while for applications submitted on Thursday 

collection of the certificate may be done on Monday. 

The above process for the issuance of the Income certificate is represented pictorially 

overleaf. 


Item 

Remarks 




details 


department 

Future plans 


None 

None 

None 



None 




Issuance Income Certificate (Ranchi Town office) 



PwC 

Chapter 3 

Consumer Courts 



3. Consumer Courts 


Consumer courts have been set up in India to assist the consumers in redressal of 

complaints regarding shortfall in the supplies/expectations; deficiency in services, defective 

household goods & automobiles, poor construction material, non-refund of fixed deposits 

amounts, non realization of dividend from the companies, etc. Consumer courts are 

administered under the Consumer Protection Act, 1986 under which a 3- tier structure of 

consumer redressal agencies at the district, state and national level has been set up to 

provide speedy and inexpensive relief to the consumer with genuine grievances. 

Towards this end, quasi-judicial machinery has been set up at each District, all States and 

the National level called District Forum, State Consumer Disputes Redressal Commission 

and National Consumer Disputes Redressal Commission respectively. At present, there are 

604 District Forums and 35 State Commissions with apex body as the National Consumer 

Disputes Redressal Commission (NCDRC). The District Forums are headed by the person 

who is or has been or is eligible to be appointed as a District Judge and the State 

Commissions are headed by a person who is or has been a Judge of High Court. National 

Commission is headed by a sitting or retired Judge of the Supreme Court of India. 

The main service provided by these institutions is the filing and resolution of Consumer 

Cases. 

3.2 Consumer Case 


Item 





service 


Secondary 

stakeholders 



Remarks 

End to End (Information, Interaction, Payment) 

Application, proof of sale 


Customers, Businesses 

N.A. 

Total number of cases filed since inception at the state 

commission: 3336 (as on 31 Dec 2007) 

Within 90 days 





Internet for information; courts 

3.2.2 As-Is Process for Consumer case 

The process for the consumer case is as follows: 

1. Complainant files a complaint against the opposite party in the application form / plain 

paper in the required format along with proof of purchase. 

2. Admission hearing date is given to the applicant. This date is usually after a day or two of 

the filing of the application. 

3. Admission hearing is done where the complainant justifies the cause of filing the 

complaint. If his plea is accepted, the case is admitted else the case is dismissed. 

4. On admission of the case, an order to issue the notice to the opposite party before a 

certain date is given to the office. The office sends a notice to the opposite party through 

the registered post along with an acknowledgment due card. A copy of the complaint is 

also sent along with the notice. The notice mentions the date for the appearance of the 

opposite party in front of the court. This date is usually within 30 days from the date of 

issue of notice. 

5. Once the court hearing begins, it may need multiple hearings or the case may be 

disposed in a single hearing depending on the complexity of the case. At the case 

disposal, the court passes a verdict. 

6. The verdict of the court has to be obeyed within 30 days from the date of issue. If either 

party is not satisfied with the judgement, first appeal may be filed in the State 

Commission. However, failure to either comply with the orders or to file first appeal with 

the state commission within the stipulated 30 days invites penal action through execution 

case. 

7. For filing the First Appeal, memo of appeal and copy of district court order is required. If 

the first appeal is filed by the opposite party, a statutory amount is also submitted as fees 

to ensure that frivolous appeals are avoided. 

8. The process once a first appeal has been admitted is the same as above with the 

difference that the process is done under the courts of state commission rather than 

those of the district forum. 

9. If either party is not happy with the state commission verdict, another appeal may be 

made at the national level with the NCDRC. 

The above process is pictorially represented in the figure overleaf. 



Consumer Case 

Consumer case 

District Forum Complainant 

The Complainant files the 

complaint against the opposite 

party through an application 

along with proof of purchase 

Complainant is given an 

admission hearing date 

Complainant argues 

for the filing of his case 

Yes 

Hearings 

Verdict 

If either party is not satisfied 

with the verdict, first appeal 

may be lodged at the state 

commission 

Opposite party 

Notice is sent through 

registered post with an 

acknowledgement due and 

appearance date 

State 

Commission 

First appeal 

Application is submitted to 

over turn the verdict of the 

district forum 

Hearings 

Verdict 

If either party is not satisfied 

with the verdict, appeal may 

be lodged at the national 

commission 

National 

Commission 

Application is submitted to 

over turn the verdict of the 

state commission 

Hearings 

Verdict 




Item 




details 


department 


Remarks 

Information available through http://www.fcamin.nic.in 

Cause list and judgements available online at www.confonet.nic.in 

All data since Jan 2007 has been digitized 

Web based application developed in JSP servlets front end, DB 2 

as the data base and IBM Web sphere Application Server 6.0 

State Commission: 

1 Server; 10 computers; 3 Printers and 5 KVA centralized UPS 

District Forums: 

1 Server; 3 computers; 1 Printer and 2 KVA centralized UPS 

All employees at the district forums as well as the state 

commission have been provided training on the computer and the 

software application 



PwC 

Chapter 4 

Electoral Services 



4. Electoral Services 


Electoral services are related to the facilitation of the election process for the functioning of 

the Indian democratic system. These services are governed by the Representation of the 

People Act, 1950 which provides for the qualifications and disqualifications for registration in 

electoral rolls, the administrative machinery in the field for the proper preparation and 

revision of rolls and the manner in which the rolls should be prepared or revised. The 

Registration Of Electors Rules 1960, framed under the said Act sets out in detail the 

procedure to be followed in the preparation or revision of electoral rolls as well as the 

consideration and disposal of appeals arising out of non-inclusion or wrong inclusion of 

names in the rolls. 

The electoral services provided by the government include: 

1. Addition of a name 

2. Deletion of name 

3. Change of particulars (while in the same polling booth) 

4. Transposition (Change of address to an area under another polling booth) 

4.2 Electoral rolls – Addition, Deletion, Correction 


Item 





service 


Secondary 

stakeholders 

No. of transactions (at 

the end of period for 

Remarks 

Information, Interaction, Transaction 

Proof of address (for name addition / change of address); proof 

for supporting the reason for deletion e.g. death certificate if the 

reason for deletion is death of the individual 

Intensive door to door survey for electoral rolls is done once in 5 

years; summary revision at the booth is done from 1 Nov to 30 

Nov every year at Ranchi for changes to electoral rolls; citizens 

can also get their particulars changed during any other time in the 

year 

Citizens, Election Commission 

All departments that use details of the election card 

Total No. of electors in draft rolls: 17,67,342 

New Applications: 



filing claims and 

objections on 30-11- 

2007) 




Addition to electoral rolls: 45,342 

Deletion from electoral rolls: 5608 

Correction of particulars: 6575 

Transposition: 494 

About 1 month for getting the electoral ID card 

• Form and procedural information available online on 

www.eci.gov.in 

• Names in Electoral rolls may be checked online 

• Manual process 


The Election Commission prepares the electoral rolls through a process of intensive revision 

where house-to-house enumeration is done and electors residing in each house are 

registered by official enumerators who go physically from door-to-door to collect the 

information about electors. This process is done normally once in five years. A draft roll is 

prepared at the end of this process and published at every polling booth location for inviting 

claims and objections. Any eligible person can file claim in Form No. 6 for inclusion of his 

name in the roll or raise an objection to somebody’s name or for deletion of his or any other 

person's name in Form No. 7. Similarly if any particulars in the electoral roll are to be 

modified such as name, house number, middle name, last name, age, sex, epic number etc. 

a claim in Form No. 8 can be filed. In case any elector has changed his house from the 

polling area of one booth to other booth in the same Assembly Constituency he can file 

application in Form No. 8A for change/transposition from one electoral part to other part. 

Between two Intensive revisions, summary revisions are done every year during a specified 

period (1st Nov to 30 Nov. at Ranchi) during which the existing electoral rolls are published 

at each polling booth location to invite claims and objections for inclusion, deletion, 

modification and transposition. After due enquiry all the claims and objections are decided 

and a supplementary electoral roll is prepared and published. 

Even after the final publication of electoral rolls the process of continuous updation of 

electoral rolls goes on and the citizens are free to file any application for the addition, 

deletion, modification and transposition with the Electoral Registration Officer. 

As per the law, any eligible citizen’s name can be registered upto the last date of filing 

nominations by candidates that has been notified by the Election Commission for any 

general election or bye-election to an Assembly or Parliament. However, to enable the 

Electoral Registration Officer to take action on the application, the citizen must apply at least 

ten working days before the last date of making nominations as the Electoral Registration 

Officer has to mandatorily invite objections by giving a seven days notice before including 

the citizen’s name in the roll. 



Addition of Name to Electoral Rolls 



Deletion of Name from Electoral Rolls 



Change of Details in Electoral Rolls 



Transposition in Electoral Rolls 



Spot Verification Process 

Booth Level 

Officer 

Electoral 

Registration 

Officer 

(S.D.O.) 



Updating list at the booth 




Item 




details 


department 

Future plans 


Remarks 

Information and forms available online at www.eci.gov.in 

Names in voter list for Ranchi may also be checked online at 


All data since 2005 has been digitized 

Software application is FOXPRO based and the data is stored in 

the DBF format 

1 computer for the DEO and 2 computers for the SDO to store the 

data received from the outsourcing agency 

Plan is for migration of the data to ORACLE. But clarity is not 

there on the time lines. 

No Computer training imparted to the employees 



PwC 

Chapter 5 

Grievances and RTI 



5. Grievances and RTI 


The Government has instituted a mechanism of feedback from the people in order to 

understand their concerns and apprehensions while also providing them with the information 

to ensure transparency in government functioning. One of the most significant steps in this 

direction was the enactment of the Right to Information Act that came into effect from 12 th 

October 2005. Information in RTI is defined as any material in any form including records, 

documents, memos, e-mails, opinions, advices, press releases, circulars, orders, logbooks, 

contracts, reports, papers, samples, models, data material held in any electronic form and 

information relating to any private body which can be accessed by a public authority under 

any other law for the time being in force but does not include "file noting". Through RTI a 

citizen has the right to: 

• Inspect works, documents, records 

• Take notes, extracts, certified copies of documents or records 

• Take certified sample of materials 

• Obtain information in form of printouts, diskettes, floppies, tapes, video cassettes or 

in any other electronic mode or through printouts. 

Under RTI every public authority has to appoint a Public Information Officer who is 

responsible for providing information that has been requested under the RTI act. 

Another channel for the general populace to air their grievances and hold officials 

accountable is through a grievance redressal mechanism. 

5.2 Right to Information Act 


Item 





service 



Remarks 


Application with Rs 10 (cash / demand draft /Banker Cheque) – 

Free for people under BPL households 

Rs. 2 per page for information; Rs. 50 for information on Floppy / 

CD 

As needed 

Citizens, Government departments 

N.A. 



• Requested Information is provided within 30 days 

• 48 hours for information concerning the life and liberty of a 

person 


• 5 days shall be added to the above response time, in case the 

application for information is given to Assistant Public 

Information Officer. 

• If the interests of a third party are involved then time limit will 

be 40 days (maximum period + time given to the party to 

make representation). 





As-Is process for obtaining information by the citizens under the RTI Act is depicted 

pictorially on the page overleaf. 


Item 




details 


department 

Future plans 


Remarks 

Downloadable copy of the Booklet containing the contact people 

for getting information under RTI is available 

None 

None 

None 

None 

None 



Process for getting information under the Right to Information 

Asst Public 

Information 

Officer 

Public 

Information 

Officer 

Subject Clerk 

(PIO Office) 

Applicant 



5.3 Grievances 


Item 

Remarks 





service 





Information, Interaction 

Proof of cause of grievance 

As needed 

Citizens, Government departments 

No Service levels are defined 

Departmental counter, e-mail to the DC 


Aggrieved citizens may lodge their compliant at the DC office through an application on plain 

paper. The grievance may be registered through an email link as well provided over the 

website www.ranchi.nic.in. However, the follow up on the complaint has to be done manually 

by the citizen from the DC office. 


Item 




details 


department 

Future plans 


Remarks 

Email facility available for lodging the complains, status tracking to 

be done manually 

None 

None 

None 

None 

No computer training has been provided to the staff at the DC 

office 



PwC 

Chapter 6 

Pensions 



6. Pensions 


Directive principles in Article 41 and 42 of the Indian Constitution directs the Government to 

provide public assistance to its citizens in case of old age, sickness, disablement, etc. within 

the limit of its economic capacity and development. In this regard, there are initiatives from 

both the central and the state government which aim to fulfil this duty of the government. The 

current welfare initiatives for the old and the widows are outlined below: 

1. Indira Gandhi National Old Age Pension Scheme: National Old Age Pension 

Scheme has been renamed as Indira Gandhi National Old Age Pension Scheme 

(IGNOPS) and was formally launched on 19th November, 2007. The beneficiaries of 

the scheme are senior citizens above the age of 65 years and belonging to the 

families Below the Poverty Line as per the criteria set by the Government of India. 

For rural areas, BPL list prepared by the state in BPL census 2002 is the reference 

while for the urban areas BPL list as per the poverty alleviation programs of Ministry 

of Urban Housing and Poverty Alleviation should be used for identifying the eligible 

beneficiaries. Rs. 400 per month is provided to the beneficiaries. The Central 

government provides Rs. 200 and the state government also provides Rs. 200 per 

month for the beneficiaries. Each state government has to certify that all eligible 

people within the state have been covered. The pension is deposited directly in the 

bank account or the post office account of the beneficiary. There are about 4,39,673 

potential beneficiaries in Jharkhand (September 2007 figures based on Planning 

Commission estimates) 

2. State Social Security Pension scheme: The state government provides pensions 

to all needy old age people above the age of 60 years and not covered under the 

IGNOAPS. Further, widows over the age of 18 years are eligible under this scheme. 

However, this scheme is a target based scheme wherein the number of beneficiaries 

is fixed by the government. Rs. 400 per month is provided to the beneficiaries. 

6.2 Indira Gandhi National Old Age Pension Scheme 


Item 


Eligibility 


Remarks 


• Age > 65 year 

• Belonging to the BPL families as per the criterion set up by 

the Government of India 

Monthly 



service 


No. of beneficiaries 




People over 65 years belonging to BPL families 

4,39,673 potential beneficiaries in Jharkhand (September 2007 

figures based on Planning Commission estimates) 

As everyone over 65 years and belonging to BPL families is 

covered, no application is required. The money is deposited in 

their bank accounts / post office accounts monthly. 

Manual 


There is no need for applying for the IGNOAPS. All senior citizens over the age of 65 years 

belonging to families covered under the BPL list prepared in 2002 are granted a pension of 

Rs. 400 / month. The money is directly deposited in their bank accounts. 

Pictorial description of the process for this service is presented in the figure overleaf. 


Item 

Remarks 




details 


department 

Future plans 


None 

None 

None 

None 

None 

No training in use of computers has been imparted to the 

employees 



Indira Gandhi National Old Age Pension Scheme 

Beneficiary Bank 

Social Security 

Department 



6.3 State Social Security Pension Scheme 


Item 


Eligibility 


service 


No. of beneficiaries 




Remarks 


• Needy person with Age > 60 year and not covered under 

the Indira Gandhi National Old Age Pension Scheme for 

old age pension 

• Widows Aged over 18 years 

• Handicapped people 

• Within the numbers allocated for the district for the year 

Monthly 

Needy people over 60 years not covered under IGNOAPS, 

widows, handicapped people 

N.A. 

Only the people within the allocated numbers and fulfilling the 

eligibility criterion are served. The money is deposited in their 

bank accounts / post office accounts monthly. 

Manual 


The steps for the grant of pension under this scheme are as under: 

1. A camp is held with the date, time and venue of the camp being publicly advertised. 

2. Application forms are provided at the camp and the social security department staff 

helps the people in filling up the forms. 

3. The neediest out of the eligible candidates for the benefits are and within the 

numbers allocated for the district are added to the beneficiary list. 

4. Rs. 400 / month is deposited in the bank account / post office account of the 

beneficiary. 

5. The name is struck off the list and new beneficiary added in case of death of the 

beneficiary. 




Item 

Remarks 




details 


department 

Future plans 


None 

None 

None 

None 

None 

No training in use of computers has been imparted to the 

employees 



PwC 

Chapter 7 

Police Services 



7. Police Services 


Police is an important constituent of the administrative system of India and assists the 

government in maintaining the law and order within the country. In this regard, First 

Investigation Report or the FIR is the mode of registering a complaint by the citizens against 

offenders. Section 154 of CrPC stipulates that whenever a citizen informs the police, or the 

police learn otherwise about the occurrence of a cognizable crime the Station House Officer 

shall institute a First Information Report [FIR] which initiates the criminal investigation. 

7.2 First Information Report 


Item 





service 


Secondary 

stakeholders 

Remarks 

Information, Interaction, Transaction 

Written information about the incident (not required if the FIR is 

lodged orally) 


Police, Citizens 

Courts 

No. of FIR’s at Ranchi 2005: 4757; 2006: 5286; 2007:5337 




FIR can be lodged instantly after visiting the police station 

Police station 


The key steps involved in the process for lodging the FIR to the point of it being referred to 

the judicial process after investigation are placed below: 

1. The complainant informs the Station officer / day officer/ night officer / munshi regarding 

the incident, the place of the incident and his own particulars either in writing or orally 

based on which they write the FIR in predefined performa. 5 copies of the FIR are made 

– one each for the complainant, investigation officer, concerned DSP, SP and the court. 

Original copy is sent to the court. Each of these copies is signed by the Station Officer. 



2. The Station officer assigns the case to an investigation officer who investigates the case, 

collects evidence and prepares a report. The Investigation officer keeps a track of all his 

activities related to the case under consideration in a case diary – 4 copies of the case 

diary are prepared. 

3. The report made by the investigation officer is submitted to the concerned DSP after his 

investigation is over. The DSP analyzes the report and based on his analysis 

recommends the preparation of a charge sheet (if the person against whom a complaint 

has been filed is found guilty) or prepares a final report (if the investigation does not 

reveal anything against the person against whom the FIR has been filed) 

4. The SP, based on DSP’s recommendation generates a notice and sends a signed copy 

of the same to the court. The SP is however, free to take a decision which is not in 

agreement to that of the DSP if he finds the analysis / recommendation to be erroneous 

5. Judicial process is undertaken 

A pictorial description of the process is presented on the next page. 


Item 

Remarks 




details 


department 

Future plans 


None 

All data related to FIR’s since 2002 has been digitized 

Common Integrated Police Application developed centrally by the 

NIC based on an open source platform. 

Operating System - KNOPPIX LINUX; 

Data Base – POSTGRESQL 

Front end – JAVA swing 

Architecture – Client Server 

CIPA is running in 38 out of 39 police stations at Ranchi. Each 

police station has been equipped with 4 computers, 1 laser printer 

and 1 printer cum scanner 

CIPA to be made web enabled 

Training has been imparted to police officers. Further, 12 

Technical Assistants and 2 Senior Technical assistants have been 

provided by NIC 



First Information Report 

Complainant submits details 

of the event either in verbal 

or written form to the SO / 

Day Officer / Night Officer / 

Munshi 

Complainant receives a copy 

of the filed FIR 

Munshi writes the FIR in 

predefined performa and 

creates 5 additional copies 

A copy of the FIR is handed 

over to the complainant 

A copy of the FIR is sent to 

Circle Inspector 

A copy of the FIR is handed 

over to the Investigation 

Officer assigned 


the concerned DSP 

SO assigns the Investigation 

Officer and signs the 5 

copies of the FIR 

IO receives the FIR and 

investigates the case 

(collects physical evidence 

and other activities) 

IO updates the case 

diary on a daily basis 

The final report is sent to 

DSP who analyzes the 

report 

Guilty? 

Yes 

No 

Recommendation for charge 

sheet is sent to the SP 

Recommendation for the 

issue of Final report is sent 

to the SP 

Judicial Court receives the 

original copy of the FIR and 

files the FIR 

Judicial Process 


the SP 

SP receives the Final 

Report / Charge Sheet 

SP generates a notice, signs 

it and sends it to the Judicial 

Court 



PwC 

Chapter 8 

Services related to Ration Cards 



8. Services Related to Ration Cards 


Ration Card is a mechanism to regulate the supply of the subsidized essential commodities, 

in limited quantities, to households through the Public Distribution system. There are four 

categories of Ration cards issued to the household, depending on the economic condition of 

the household and quotas fixed by the Government of India for the various categories. The 

aforementioned categories of Ration Cards are as under: 

1. Above Poverty Line (APL) Ration Card: This GREEN colour card can be issued to any 

citizen of India. 

2. Below Poverty Line (BPL) Ration Card: This is a RED colour card issued to households 

below the poverty line. However, issuance is subject to not only the criterion being met 

by the concerned household but also on the quota fixed by the Government of India for 

every state. The State Government in turn allocates a quota to each of the districts in the 

state based on the demand and population within each district. The District 

Administration, in agreement with the District Supply Officer, the Block Development 

Officer and Block Welfare Officer further allocate the received quota of ration cards to 

each of the block offices and the cities under that particular district. Each block officer 

further divides this number between all the villages falling within the block. 

3. Antyodaya Anna Yojana Card: This is a YELLOW coloured card given to the poorest 

amongst the BPL families. The percentage of BPL households that benefit through this 

scheme is fixed by the Government of India. 

4. Annapurna Card: This is a WHITE colours card given to elderly over the age of 65 year. 

The beneficiaries of this scheme get 10Kg of rice free of cost on a monthly basis. 

The cost charged from the card holder for essential commodities such as Rice, wheat, 

Kerosene oil etc. is the least for Antyodaya card, slightly more for BPL card and highest for 

APL cards, but usually below the open market rates. 

8.2 Issue of Ration Card 


Item 




Remarks 


Proof of residence: 

• House Owner – House/Water Tax receipt, Registration Deed, 

Allotment Letter, Power of Attorney, Electricity/ Telephone bill 

• Tenant – Rent receipt, Electricity/Telephone bill, NOC of 

landlord or any other relevant document 

Surrender Certificate / Original Ration Card from the previous 



address, if any 

Proof of identity: 

• For Govt. / Semi Govt. officials – Letter of Acceptance on the 

office head 

• For Urban Students – Principal’s/ Dean’s/ Proctor’s Letter of 

Acceptance 

• For Private Officials – Manager’s/ Owner’s/ Officer’s Letter of 

Acceptance 


service 


Secondary 

stakeholders 

Present Ration cards are valid for 10 years 

Citizens, Food and Civil Supplies department 

Departments that use Ration card for providing services / as am 

address proof / proof of economic standing 

APL: 

2005:3,32,391; 2006:2,76,713; 2007:2.86,713 





BPL: 

2005: 1,42,393; 2006: 1,42,393; 2007: 1,87,435 

Antyodaya: 

2005: 1,05,598; 2006: 1,05,598; 2007: 1,49,144 

Within 1 month for Urban areas ; within 2 months for Rural areas 

Manual process only 


The process for the issue of Ration card is different in rural areas and urban areas. Further, 

the process for the issue of an APL card is different from that for the issuance of BPL and 

Antyodaya card. 

Process for the issue of APL in Urban Areas 

1. The applicant buys the application from the market 

2. The applicant fills the form and submits it at the Town Rationing Office along with 2 

photographs of the household and supporting documentation for proof of residence and 

proof of identity. If the applicant had a ration card previously, surrender certificate / 

original ration card from the previous address is also required for completing the 

application. 

3. At the town rationing office, record is made in the counter register and the application is 

pursued for physical verification. 



4. If the verification reveals any anomalies, the application is rejected and the applicant is 

told to re-apply with correct information. In case the applicant is found guilty of having 

furnished incorrect documents intentionally, the following action is taken against the him: 

a. All ration card related privileges will be withdrawn for 1 year 

b. Legal action may be initiated against the applicant 

5. If the verification confirms the details provided by the applicant, 3 copies of letter of 

affirmation are issued – one each for the applicant, office records and the ration shop. 

The letter of affirmation contains all the details of the applicant, the verification report, the 

ration shop number and bears the signature of the counter clerk, shop clerk and the 

Marketing Officer / Supply Inspector. 

6. Ration Card is issued to the applicant who collects it from the Town Rationing Office. 



APL Card Issuance Process (Urban Areas) 



Process for the issue of APL in Rural Areas 

1. Block Supply officer provides the application form and helps the applicant in filling up the 

application form. 

2. The application is then submitted to either the Block Development Officer or Gram 

Pradhan 

3. The Block Supply Officer collects the applications from the BDO and the Gram Pradhan, 

as the case may be, and records the details in the counter register 

4. The details provided in the application are verified through physical verification, the 

voters list etc. 

5. If the verification reveals any anomalies, the application is rejected and the applicant is 

told to re-apply with correct information. In case the applicant is found guilty of having 

furnished incorrect documents intentionally, the following action is taken against him: 

a. All ration card related privileges will be withdrawn for 1 year 

b. Legal action might be initiated against the applicant 

6. If the verification confirms the details provided by the applicant, 3 copies of letter of 

affirmation are issued – one each for the applicant, office records and the ration shop. 

The letter of affirmation contains all the details of the applicant, the verification report, the 

ration shop number and bears the signature of the counter clerk, shop clerk and the 

Marketing Officer / Supply Inspector. 

7. Ration Card is issued to the applicant who collects it from the Block Development Officer 



APL Card Issuance Process (Rural Areas) 



Process for the issue of BPL Card 

1. The district administration carries out a survey of the population to prepare a list of the 

households that have earnings below the poverty line. The list is made in the ascending 

order of income. Further, fixed number of BPL and Antyodaya card holders as mandated 

by the central and the state government are allocated to the district. 

2. After the survey 3 lists are prepared: 

a. List 1: people who are eligible for Antyodaya card 

b. List 2: people who are eligible for BPL card and within the allocated quota 

c. List 3: people who are eligible for BPL card but put in the waiting list due to the 

number of eligible candidates being more than the mandated number of BPL card 

holders 

3. The people in list 1 and list 2 are provided the application forms and assistance is 

provided to them in filling up the application form which is submitted at the office along 

with 2 photographs of the household and supporting documentation for proof of 

residence and proof of identity. 

4. Ration card is issued to the selected people. A record is made in the counter register and 

record of the ration card is sent to the associated ration shop. 



Process for the issue of BPL Card 




Item 

Remarks 




details 


department 

Future plans 


None 

None 

None 

None 

A computerized system is being developed for the 

computerization of the entire process 

No training on computers has been imparted 



8.3 Modifications to Ration Card 


Item 

Remarks 





service 


Secondary 

stakeholders 




Information, Interaction 

Ration card, Supporting documents for changing the particulars 

Present Ration cards are valid for 10 years 

Citizens, Food and Civil Supplies department 

Departments that use Ration card for providing services / as am 

address proof / proof of economic standing 

Instantaneous if the application is complete 

Manual process only 


Ration cards are issued to a household on the basis of the economic condition of the 

household, number of members in the family and the place of residence. Therefore, any 

change in these parameters warrants a modification in the Ration Card. Also, the Ration 

cards may be renewed or cancelled. Accordingly, following modifications are possible on an 

issued ration card: 

1. Addition of a Unit 

2. Deletion of a Unit 

3. Cancellation of the Ration Card 

4. Renewal of the Ration Card 

5. Issue of a Duplicate Ration Card 

Two Marketing Officers have been appointed at the office solely for the purpose of facilitating 

modifications to the Ration card particulars. The applicant needs to come with the Ration 

card, an application and documents to establish the need for modification. The required 

changes are made if the marketing officer is satisfied with the documents else verification is 

done for the same. 



Documents required for the modifications depend on the kind of modification required as 

placed below. 

(1) Addition of a Unit 

The addition of a unit on a ration card usually occurs under the following circumstances: 

• Birth of a child or 

• Marriage into the family 

In case of birth of a child the child’s name is added to the list of beneficiaries in the ration 

card owned by the family. However, the child should be a at least one year old at the time of 

application. The following documents need to be given for this addition: 

• Original Ration Card 

• Birth Certificate of the Child 

• An application hand written by the owner of the Ration Card in which the child’s 

name has to be added. 

• Documents establishing the relationship between the owner of the ration card and 

the additional unit. 

In case of a marriage into the family, the name of the new member of the family is added to 

the list of beneficiaries in the ration card owned by the family. The following documents need 

to be given for this addition: 

• Surrender Certificate which is a certificate of cancellation which will be received by 

the applicant upon the deletion of his/her name from a previously held ration card 

• Marriage Certificate 

• An application hand written by the owner of the Ration Card in which the member’s 



the additional unit. 

(2) Deletion of a Unit 

The deletion of a unit from a ration card usually occurs under the following circumstances: 

• Death of a unit or 

• Marriage out of the family 

In case of death of a member of the family, the member’s name is deleted form the list of 

beneficiaries in the ration card owned by the family. The following documents need to be 

given for this deletion: 


• Death Certificate of the Member 

• An application hand written by the owner of the Ration Card from which the 

member’s name has to be deleted. 


the member whose name has to be deleted. 



In case of a marriage outside the family, the name of the member of the family is deleted 

from the list of beneficiaries in the ration card owned by the family. The following documents 

need to be given for this addition: 

• Marriage Certificate 


• An application hand written by the owner of the Ration Card in which the member’s 


Surrender Certificate, a certificate of cancellation, is issued to the eliminated member and is 

received by the applicant upon the deletion of his/her name from a previously held ration 

card. 

(3) Cancellation of a Card 

The cancellation of the ration card usually occurs under the following circumstances: 

• Change of Address to somewhere outside the district 

• Loss of eligibility for BPL and Antyodaya Cards 

• Death of the owner of the card 

In case of change of address to somewhere outside the district, the ration card is cancelled 

and a notification of the same is sent to the respective shop associated with the card. The 

following documents need to be given for the cancellation of the ration card: 


• An application hand written by the owner of the Ration Card 

• Also, a surrender certificate is issued to the card holder. 

In case of a loss of eligibility for the BPL and Antyodaya card, the BPL/Antyodaya card held 

by the family is cancelled. Also, another ration card is issued for the card holder 

immediately. The following documents need to be given for this cancellation: 


In case of the death of the card holder, the ration card held by the owner is cancelled and is 

reissued with the card owner being the new head of the family. The following documents 

need to be given for this cancellation: 


• Death Certificate of the last card holder 

A surrender certificate is issued to all the beneficiaries mentioned in the ration card. This 

surrender certificate can be used now for issuance of a new ration card. 

(4) Renewal of a Card 

The renewal of the ration card usually occurs under the following circumstances: 

• Expiry of the existing ration card 

• Harm to the existing card 



An issued ration card is valid for 5 years from the date of issuance. However, upon expiry 

the ration card needs to be renewed. The following documents need to be given for the 

renewal of the ration card: 



In case of the existing ration card getting harmed or becoming illegible, a new ration card is 

issued to the card holder. The following documents need to be given for this cancellation: 


• A report from the owner of the ration shop associated with the ration card citing the 

reason for the renewal, ration card number, shop register serial number and the type 

of card held by the card owner 


(5) Issue of Duplicate Card 

The issue of a duplicate ration card usually occurs under the following circumstances: 

• Loss of the existing ration card 

• Destruction of the existing card 

In case of loss of the existing ration card, a duplicate ration card is issued to the card owner. 

The following documents need to be given: 


• An application hand written by the owner of the Ration Card citing the reason for 

issuance of the duplicate 


reason for the issue of duplicate ration card, ration card number, shop register serial 

number and the type of card held by the card owner 

In case of destruction of the existing ration card, a new ration card is issued to the card 

holder. The following documents need to be given for this cancellation: 



reason for the issue of duplicate ration card, ration card number, shop register serial 

number and the type of card held by the card owner 

• An application hand written by the owner of the Ration Card citing the reason for the 

issuance of duplicate 



Process for modifications to the Ration Card 

PricewaterhouseCoopers 

69 e-District Project, Government of Jharkhand



Item 

Remarks 




details 


department 

Future plans 


None 

None 

None 

None 

None 

No training on computers has been imparted 



PwC 

Chapter 9 

Recovery Certificates 



9. Recovery Certificates 


The government departments raise a recovery certificate for the recovery of dues and 

payments from citizens / businesses under the Bihar and Orissa Public Demands Recovery 

Act 1914. This government centric process is a coercive measure to realize the money due 

to the government; thereby ensuring that the government does not loose its revenue. 

9.2 Recovery through Recovery Certificate 


Item 





service 


Secondary 

stakeholders 





Remarks 


Requisition from the concerned department as per section 5 

intimating the DM about the money owed by an individual / 

business 


Government departments, Certificate officers appointed by the 

DM, DM office, citizens and businesses 

N.A. 

As on 11 Jan 2007, there were 12,200 recovery certificate cases 

in progress that were being handled by 15 officers entrusted with 

this responsibility across Ranchi district. 

No service levels; cases could take anywhere between less than 

a month to many years 

Manual 




The process for making recoveries through the Recovery certificate is a complex long drawn 

process which may in some cases take years. The steps involved in the process are 

enunciated below: 

1. The concerned department issues a recovery certificate as per section 5 clearly stating 

the amount of dues and the particulars of the person (defaulter) from whom the recovery 

of dues needs to be made. The Recovery certificate is sent to the DM office. 

2. At the DM office, particulars from the Recovery Certificate are entered in Register 10 in 

which the record of recovery certificates raised in the district is maintained. 

3. The DM has delegated his powers related to the Recovery Certificates to various 

officers. The Recovery certificate is forwarded to one of these Certificate Officers. 

4. The concerned officer under section 7 issues a notice to the defaulter for payment of the 

dues. This notice also has an acknowledgement form for the concerned person to sign 

when he receives the recovery certificate notice. 

5. The defaulter must deposit the money mentioned in the notice within a stipulated period 

of 30 days. He may also make a part payment and request relief till a certain date by 

which he would be able to clear all his dues. He may also make an appeal under section 

9 against the notice within this period. 

6. If the defaulter does not act on the notice even after 30 days, a distress warrant is issued 

against him. The defaulter has a time frame of 30 days to act on the notice failing which 

he may be issued a body warrant (if the concerned department gives in writing that the 

defaulter is not making payments wilfully). A body warrant leads to an arrest for a 

maximum period of 6 months. The defaulter has to pay Rs. 50 per day for charges 

against his stay in the prison. 

7. Once, the defaulter is in prison and has still not paid, his movable and immovable 

property may be sold off in an auction to recover the money due to the department that 

raised the recovery certificate. 

8. The case is closed once the defaulter has made the appropriate payment (money due to 

the department + Rs. 25 per notice + Rs. 50 / day in Jail) 



Recovery of dues through Recovery Certificate 




Item 

Remarks 




details 


department 

Future plans 


None 

None 

None 

None 

Digitization of legacy data 

No training has been imparted 



PwC 

Chapter 10 

Revenue Courts 



10. Revenue Courts 


Revenue courts have been established to adjudicate in cases related to land. There are 

three types of revenue cases: 

1. Mutation: Mutation indicates the changes that have to be brought about in ownership 

and title of the land. Mutations are done on the basis of Sale deed, Inheritance, Gift 

deed, Relinquish deed, Will etc. In cases, where one party objects to the same / 

passing of particular property, Mutation case is filed in the office of Circle Officer. 

Deputy Collector Land Records (DCLR) is the court of appeal against the judgement 

at the C.O. level while ADM / DM courts are entrusted with mutation revision. 

2. Rent Fixation: The government charges rent from the tenants of the land. Where the 

rent for the land has not been fixed, the government committee fixes a rent. If there is 

a dispute regarding the rent, it is brought under the Rent Fixation cases. Petition is 

filed to Circle Officer who forwards it to DCLR who passes the order. An appeal may 

be made to the ADM court in case the party is not satisfied with the DLCR orders. 

3. Scheduled Area Regulation: In Ranchi and 11 other districts in Jharkhand, there are 

pieces of land that belong to tribal people and other backward sections. These can’t 

be bought by people from other races. Even in cases where the same are bought / 

sold amongst these tribes, permission needs to be taken from the DM. Disputes 

arising out of these cases are brought to the court of DCLR, SDO or Special Officer 

SAR. An appeal against the decision of these courts may be made at the ADM / DM 

court. If either party is not satisfied even with the decision in the appeal court, the 

same may be brought to the revision court presided by the Commissioner. 

10.2 Court cases Process 


Item 





service 



(ADM court Ranchi) 

Remarks 


Application, Supporting documents 


Citizens, Government 

Mutation Revision 

2005: 4; 2006: 18; 2007: 19 



Rent Fixation Appeal 

2005: N.A.; 2006: 3; 2007: 10 

SAR Appeal 

2005: 138; 2006: 136; 2007: 100 




Time depends on the complexity of the case and the time 

available with the presiding officials 

Office of presiding officials, cause list and copy of orders is 

available on the internet 


The steps involved in all revenue court cases are the same. The only variation is with regard 

to the authorities where the case is filed and where the appeals against the orders may be 

made. The process for the revenue court is explained below: 

1. Applicant files a petition against the opposite party. 

2. The petition is examined and if need be, the applicant is asked to justify that the case 

should be admitted. 

3. If the case is admitted, the defendant is sent a notice to appear in the court. 

4. After hearings, looking at the evidences and verification of the evidences, the order is 

passed. 

5. Aggrieved parties may appeal against the lower court order to higher courts. The 

hierarchy for revenue courts for different cases is as under: 

Mutation: 

Lower court :Circle officer; Appeal: DCLR; Revision: ADM / DM 

Rent Fixation: 

Lower court: DCLR; Appeal: ADM 

SAR: 

Lower court: DCLR / SDO / Special officer SAR ; Appeal: ADM / DM; Revision: 

Commissioner 




Item 




details 


department 

Future plans 


Remarks 

Cause list and copy of judgements is available on 

www.ranchi.nic.in 

Data related to cause lists and judgements is available online 

Front end: ASP.net; Database: MS SQL 

Web enabled application 

Three computers at the ADM office used to upload data related to 

cause list and orders 

None 

Relevant people have been trained to upload cause list and 

copies of judgements and orders 



PwC 

Chapter 11 

Utility Services 



11. Utility Services 


The Government provides utility services such as electricity and water connections to the 

citizens to facilitate their convenient existence while also generating revenues. The key 

utility services covered under the present study include: 

1. Application for water connection: For getting new water connection, the consumer has to 

apply to the Ranchi Municipal Corporation. There are two types of water connections 

o 

o 

Domestic (Meter and fixed payment) 

Commercial 

2. Payment of Water tax / bill: The water bill payment has to be monthly by the consumers 

to the Ranchi Municipal Corporation. 

3. Payment of Electricity bill: The consumers are required to pay monthly bills pertaining to 

their electricity consumption to the Jharkhand State Electricity Board. (JSEB) 

11.2 Application for Water Connection 


Item 





service 






Remarks 


Application Form receipt of Rs.25, Photocopy of up-to-date 

payment receipt of property tax, 4 copies of map of water 

connection indicating the proposed area in red & properly signed 

by registered plumber. 


Citizens, Businesses, RMC 

N.A. 

The water connection is provided within 30 days from the receipt 

of completed application in most cases 

Department counters, plumbers in respective wards, information 

and downloadable forms available on the internet 




The process explained here, pertains to the one followed by the Ranchi Municipal 

corporation. The key steps in the process are placed below: 

1. The customer buys the application form for Rs. 25 only from the office or from the 

plumber in the ward. The form may be downloaded from the website also. 

2. The applicant gets 4 copies of the map of water connection indicating the proposed area 

in red & properly signed by registered plumber of the ward 

3. The applicant submits the application with the following documents: 

a. Application Form receipt of Rs.25 

b. Photocopy of up-to-date payment receipt of property tax 

c. 4 copies of map of water connection indicating the proposed area in red & 

properly signed by registered plumber. 

4. Data entry of the details of the application is done. Order sheet and technical sanction 

forms are generated and along with the above documents are sent to PHED (DWS 

Swarnrekha, DWS Hafia, DWS Gonda as the case may be). This is done through office 

peons of the RMC once a week. 

5. After technical verification PHED fills up the form and sends the application back to RMC 

6. Data entry is done at RMC. 

7. Payment of property tax for the property in question is verified. In case any dues are 

pending, defaulter notice is generated and the progress happens only after the applicant 

submits the due amount to the RMC 

8. Charge order is issued. It mentions the fees of the water connection which may either be 

deposited by the applicant at the RMC counter or be paid to the plumber of the ward who 

deposits it at the RMC. 

9. Data entry of details of payment is done. 

10. Final order (4 copies required by law, 5 being generated) is generated. The copies are 

for office, applicant, PHED and the pipeline inspector 

11. By law, the connection must be provided to the applicant within 15 days of release of the 

final order 

12. The computerized receipt also has a customer affirmation report that may be signed by 

the customer as per the installation of the connection. But this is not being used at this 

point in time 



Application for Water Connection 

Water Connection 

Applicant buys the application 

form for Rs. 25 or downloads it 

from the website and submits 

the application along with 

supporting documents 

a. Application Form receipt of Rs.25 

b. Photocopy of up-to-date payment 

receipt of property tax 

c. 4 copies of map of water 

connection indicating the proposed 

area in red & properly signed by 

registered plumber. 

Defaulter notice is 

sent to applicant 

No 

After the required 

payments have been 

made 

Connection is 

provided within 15 

days 

Data Entry of the applicant’s 

details is done. Order sheet and 

technical sanction forms are 

generated and forwarded along 

with application to PHED 

The technical sanction 

form is received and data 

entry is undertaken 

Confirmation of 

Property tax payment 

Yes 

Charge order is issued 

mentioning the fees to be 

deposited by the applicant 

After receiving payments 

from the applicant, data entry 

is done and 5 copies of the 

final order are generated 

Technical verification is 

undertaken and the results are 

filled in the technical sanction 

form 




Item 




details 


department 

Future plans 


Remarks 

Following information regarding the services related to getting a 

Water Connection is available on the website of the RMC 

(www.ranchimunicipal.com) 

• Downloadable forms for water connection 

• Procedure for obtaining Water connections 

• Water connection rate chart 

The records are present on the computer in digital form 

Software module for water connection has been developed 

internally by the RMC in ASP.net and SQL server. The software is 

web enabled though currently it is being run on LAN only 

3 computers for work related to water bills and connections. 1 

server for all data related to RMC services including water related 

services. 2 data entry operators have been employed for data 

entry. 

None 



on computers 

11.3 Water Bill Payment 


Item 





service 


No. of consumers 

Remarks 


Meter readings for the current and previous month 

Monthly 

Citizens, Businesses, RMC 

N.A. 







The plumbers in their respective wards, go to every consumers place and take the meter 

readings. These meter readings are then subtracted from the last month reading and a bill is 

prepared and sent to the consumer for payment. The consumers may pay the bill either by 

coming to the office or through the plumber. 


Item 

Remarks 




department 

Future plans 


None 

The records are present on the computer in digital form 

3 computers for work related to water bills and connections. 1 

server for all data related to RMC services including water related 

services. 2 data entry operators have been employed for data 

entry. 

Online payment facility is expected to be operation by the end of 

the year 



on computers 

11.4 Electricity Bill Payment 


Item 





service 


Remarks 


Meter readings for the current and previous month 

Monthly 

Citizens, Businesses, JSEB 



No. of consumers 



March 2006: 1,64,634 

March 2007: 1,88,673 

March 2008: 2,06,738 



The task of getting the meter readings has been outsources to private agencies who collect 

the current month’s meter readings from the premises of the consumers and after 

subtracting the previous month’s readings prepare the bills. The consumer may pay the bill 

either at the departmental counter or at the designated banks. 


Item 

Remarks 




details 


department 

Future plans 


None 

All records since 1995 have been digitized 

N.A. 

N.A. 

RFP has been floated for comprehensive computerization of the 

whole system. It is expected that online payment facility will be 

operational sometime during next year. 

Relevant people have been trained for computer related tasks 



PwC 

References 



References 

Chapter – 2 Certificates 

Interviews 

Mr. Mukesh Kumar Verma, Deputy CEO, RMC 

Mr. Raj, Software Programmer, RMC 

Mr. Ranjit Kumar, Circle Officer, Kanke 

Mr. Asif Akram, Circle Officer, Town 

Mr. Jhallu Prasad, Head Clerk, Town Office 

Mr. Salim, Clerk, Town Office 

Mr. Balkrishna Prasad, Clerk, Town Office 

Mr. Munnu, Clerk, Town Office 

Mr. Mukesh, Assistant, Town Office 

Mr. A.K.Sinha, NIC 

Secondary Research 

www.ranchimunicipal.com 

Related circulars 

Forms for services related to Certificates 

Chapter – 3 Consumer Courts 

Interviews 

Mr. Prashant, NIC 

Mr. Sankalp Kumar, Software Programmer, Consumer Court Commission 


www.fcamin.nic.in 

www.confonet.nic.in 

Chapter – 4 Electoral Services 

Interviews 

Mr. Chandra Kumar Singh, District Election Officer 

Mr. Bhushan, Aries Infosys 



Chapter – 5 Grievances and RTI 

Interviews 

Mr. A.K.Sinha, NIC 

Mr. Deepak Kumar, District Information Officer, NIC 





RTI Act 2005 

Chapter – 6 Pensions 

Interviews 

Mr. Narendra Gupta, Director, Social Security Department 

Mr. Ratikant Jha, Assistant Director, Social Security Department 

Mrs. Suchita Minj, Clerk, Social Security Department 



Circulars and FAQ’s circulated by the central and state government 

Chapter – 7 Police 

Interviews 

Mr. M.S.Bhatia, S.S.P., Ranchi 

Mr. Anil Kumar Singh, Clerk, Criminal Branch, Jharkhand Police 

Mr. Rajendra Gop, Clerk, Police 

Mr. Nayak and CIPA team, NIC 

Chapter – 8 Services Related to Ration Cards 

Interviews 

Mr. Birendra Kumar Singh, District Supply Officer 

Mr. Narendra Kumar, Head Clerk, Ration Office 

Mrs. Rameshwar Sahu, Head Assistant, Ration Office 

Mr. Vasant Kumar, Block Supply Offficer, Numkum 

Mr. A.K.Singh, Block Supply Officer, Mander 


Citizen charter 

Forms and Ration cards provided by the department 

Chapter – 9 Recovery Certificates 

Interviews 

Mr. Arvind Kumar Mishra, Deputy Collector Establishment 

Mrs. Kusum, Clerk, Certificate office 


Forms for Recovery Certificate 

Bihar and Orissa Public Demands Recovery Act 1914 



Chapter – 10 Revenue Courts 

Interviews 

Mr. Deepak Kumar, District Information Officer, NIC 

Mr. Sunil Kumar Pramanik, Clerk, ADM Office 

Chapter – 11 Utility Services 

Interviews 

Mr. K.N.Thakur, Chief Engineer, JSEB 

Mr. V.R.Sinha, JSEB 

Mr. Raj, Software Programmer, RMC 


www.ranchimunicipal.com 

www.jseb.in

As-Is Assessment - Jharkhand

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