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

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Study Report on Assessment of the Model e-districts II.4 Gandhinagar – Jan Sewa Kendra Project Objective: To offer the citizen various types of services in a transparent and efficient manner through an improvised, single interface called the Jan Sewa Kendra. Value to Citizen • Jan Sewa Kendra is the single point contact for delivery of citizen services and acts as a bridge to the district administration. • All services are forms based, where the procedure is very clearly laid down in the form itself including the upper time limit for service delivery. • Select services are delivered the same day under the head “one day governance” • Once a citizen is identified in the system, the identification details of the citizen is preserved for future use • Officers are deputed to the Kendra on a round-robin basis who provide spot authorization of data and affidavits made out by citizens free of cost • Senior citizens have established a help desk in the Kendra to support scrutiny of the forms for accuracy Services Offered and User Charges About 95 Services are offered from the Jan Sewa Kendra. Bulk of these services delivered pertains to those related to Issuance of certificates, Ration Card, Land Revenue payments and Affidavits. A uniform service fee of Rs. 20/- is charged for all the services except RTI. Service selection Criteria No specific criteria were applied to the selection of services and all services were considered for inclusion in the project scope. This was evident from the fact that there was not even a single request in respect of 20 services. Implementation Highlights • The prime objective was to have a single front end to the citizen and progressively improving the efficiency of the back office and build-up of data. As a consequence there is no back end automation. • The implementation was carried out using Ahmedabad as a model. • Private vendor was brought-in to develop and implement the solution. • The payment to the vendor is made through the collections that are made from user charges. 14
Study Report on Assessment of the Model e-districts • The plan of proposal was prepared in January 2006 and operations commenced its on October, 2006. Taluks at Mansa, Dehgam and Kalol were added in February 2007. • An e-district society has been formed headed by the collector; Deputy Collector is a Member of the society. • Further plan to expand through a franchisee network that can serve the remote areas and software being upgraded to make it amenable for submission of service requests through the Internet. Success factors and key takeaways a) The concept of Citizen ID has helped minimize the paperwork as well as data entry work in case of entering the application information. Citizens re-use previously-submitted documents in new applications to the Jan Sewa Kendra b) Use of SMS for automatic alerts and on demand information, IVRS for 24x7 status information, Barcode and Smart Electronic Trackers for tracking, registry and error-free data entry, Website for status track and form information, Fingerprint Biometrics for recognition have offered convenience, speed and transparency to citizens . c) Time lines are being given to all the departments for the completion of request (SLA with the departments) d) Close monitoring by the collector on a weekly basis to review operational status e) Reforms related to process changes have been formalized through orders promulgated by the collector 15
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State Mission Mode Project e-district - Department of Electronics and ...

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