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

Study Report on Assessment of the Model e-districts
7. Critical Success factors
1. Collectorate’s Citizen Charter - the Citizen Charter was introduced by the Vadodara District
Collector Office in 1997-98 for various services provided by the district collector’s office to
citizens. The citizen’s charter is a set of almost 75 events/ occasions wherein a citizen
comes in contact with a municipal corporation, a Mamlatdar’s (Tehsildar’s) office or a
collector’s office. These 75 issues are broadly divided into 3 categories – land related
issues, magisterial issues, and civil supplies. It consists of two kinds of deliverables in terms
of issues of governance i.e.,
a. One day governance issues or same day deliverables, such as
i. Issue of income certificate
ii. Issue of certificate for persons from language/religious minority group
iii. Certificate for socially & Educationally Backward class
iv. Certificate for SC/ST
v. Certificate of residential proof
vi. Certificate of domicile
vii. Widow certificate
b. More than one day governance issues, 68 in number as listed out in Appendix–II with
specific time limits for disposal.
2. Business Process Reengineering and Standardization – Ahmedabad Collectorate has taken
steps to standardize the way government interacts with citizens on 75 occasions mentioned
in the Collectorate’s Citizen Charter. Considerable thought has gone in designing and
finalizing the formats and backend processes for these services. Level jumping,
standardization of internal query format at Mamlatdar level etc. were used to cut down the
delivery time.
3. Visibility – The state government has taken steps to ensure that the general citizen is aware
of these initiatives and demands the services as laid out in the Citizen Charter. There are
big hoardings displayed at the Jan Sewa Kendra itself.
4. Reach – All the Talukas are running One Day Governance software. This has standardized
the delivery of citizen services across the state.
5. Monitoring – Swagat and Tele Faryad – Close monitoring by the Chief Minister and Collectors
has ensured that the government officials respond in time and properly to citizen
grievances and applications.
6. Employee Involvement - All the employees of the Collectorate were involved in some way
or the other in the project at every stage.
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