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

Study Report on Assessment of the Model e-districts
The data necessary to respond to any RTI related query is to be currently retrieved from paper
documents in most cases. The service can be restricted to receiving a request, and delivering
the same at the doorstep of the concerned department to be processed. The workflow can take
care of tracking of the request with necessary escalations and MIS built in. Redressal of
grievances can follow the same process. West Godavari model has demonstrated the feasibility
of implementing such service. The request for information/ posting a grievance is done through
a web interface. The request/grievance is acknowledged through a unique ID and routed to the
inboxes of concerned department/official to be addressed within the stipulated timelines
under citizen charter. The request/grievance is escalated to the next level on failure of action
within the timelines and also denies the access to the first level official. This helped in
imposition of timelines and escalations and MIS helped the administration control the
effectiveness of the service. The general visibility of all the requests made and responses
received will help in improving the awareness among the citizens and support change
management. Effective models have also been implemented in Thiruvarur and Palakkad, which
could be replicated across the country.
Four services need to be identified by the state government and the criteria for determining
these services have been also prescribed. We would like to re-emphasize the following two key
parameters to be considered while selecting the services:
• Citizen Centric Services
• Volume of data digitization could be completed within the prescribed time frame
V.3 Services Delivery Strategy
Based on our assessment we have analyzed all the six core services and have designed steps for
each of the services for delivery through e-district. As e-Governance services evolve, they generally
fit into a framework of the four levels of maturity. The four levels of maturity could be classified
as Information, Interaction, transaction and integration. At the information level, the district
provides information and downloadable forms but no further interaction is possible. At the level of
interaction, for instance, the form could be filed online and the validation is done offline and
communicated separately to the application. At the Transaction level, for instance validation
occurs instantly and some form of acknowledgement / action is delivered online, which is different
from a mere acknowledgement of the filling of form. At the integration level, which is the highest,
for instance, the income particulars of a citizen are available to multiple departments in the
government and includes joined up service in effect.
An attempt has been made to analyze the various services in the model districts with respect to
the afore mentioned maturity levels and has been summarized in the following table:
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