State Mission Mode Project e-district - Department of Electronics and ...

Study Report on Assessment of the Model e-districts
6. Challenges and Mitigation Strategies
The Jan Sewa Kendra required an estimated investment of Rupees Thirty-five lacs, which far
exceeded the state government grant of Rupees Five lacs. The Collector marketed the concepts
of people-centric administration to local industries, organizations, as well as the General
Administration Department of the state government. Therefore, this project was an actual
outcome of public-private partnership, while the services and software were planned
considering the BOO model. The applications forms were very lengthy and tedious. The
project team simplified several forms. For example, they split the issue of alterations to the
ration card into five specific issues. This simplified and shortened the application form for the
applicant. This also made it easy for the officer to process the form.
In case of Land not available, land digging and road making in an ONGC pipe line area issues,
the procedure was modified. As per that, Jan Sewa Kendra sends the copies of the enclosures
to the departments like Revenue, Town planner, ONGC etc. This allowed parallel processing of
the cases and expedited the processing time. It also relived an applicant from visiting office to
office. It even eliminated the possible delay on part of the collectorate officer to submit the
papers to outside departments. In several cases, the time limits were reduced. The Jan Sewa
Kendra was accepted as the front-end extension of the Collectorate .The concept was to
implement a team effort between the Collectorate and the Service Provider to give seamless
services to citizens. With e-reports in place, officers were motivated to perform and complete
cases ahead of time. Each department gets notification of cases due within 48 hours, and
senior officers are alerted of the same by SMS and email. The Collector personally also keeps
track of the pendencies and considers each delay as a serious fault. Time lines has been given
to departments for the completion of the different issues (SLA).
7. Current Status of the Project
• Over 25000 cases have been handled by the Jan Sewa Kendra in the last five months at
Gandhinagar, the three Taluk headquarters, as well as through camps in the villages
• Tracking of paperwork, automated generation of reports and availability of information
to be processed in digital form is in process.
• Several value-added services in B2C and G2C arena are being implemented
• New and upgraded software, to facilitate distributed and paperless governance, is
being tested. This software will allow distributed kiosks and set up franchises for
delivery of services.
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