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

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Study Report on Assessment of the Model e-districts • Significant time-saving for the public for availing different services offered by the different participating departments. For example, the processing time for several one-day governance issues has been reduced to less than two hours. • Significant saving in time by the government offices as they do not have to meet people directly and as they receive all the applications in a completed manner. • Involvement of retired people and senior citizens to help illiterate and other needy people to complete their paperwork. • Notable change in the attitude of government employees due to transparent systems including tracking the work in process. 3. Services Provided- key Functionalities The Jan Sewa Kendra was established keeping in mind the Service Delivery for the Citizens at Gandhinagar and respective Taluks. Some of the key highlights of the services delivered are as: Tatkal Services Affidavits, Ration Card alterations, and Land Revenue collections are handled on “Tatkal” basis. Citizens do not need to make a second visit to collect the processed materials. One Day Governance Services Issues related to issuance of income certificates, for SC/ST and Backward class, certificates for residential proof as well as addition, deletion of names, in the ration card, etc. are handled as One day Governance services. The applicant submits the form along with necessary document from local Talati. If the applicant has given the cell phone number, an SMS is automatically sent to the applicant to intimate the applicant about the completion of the case. Non One Day Governance Services All other issues including those related to land usage, land revenue, new ration card, etc. are handled with in the stipulated time limit and are considered as Non One day services. along with the form at Jan Sewa Kendra Jan Sewa Kendra directs and follows up the work related to other departments like NOC from ONGC, R&B department, etc. So, the applicant does not have to visit different offices. Standardized Application forms All the Application forms are in Gujarati .Each form contains (a) Information about the officer, department responsible for processing the matter, (b) Time limit stipulated as per the citizens’ 92
Study Report on Assessment of the Model e-districts charter, (c) Information about the required enclosures, (d) Basic application text, (e) Checklist for self certification by the applicants. Blank forms are available at the Jan Sewa Kendra, some of the local photocopy centers, as well as are downloadable from the Internet. Officers and the vendor have simplified the forms to add to the convenience of citizens. Service Charges There is a Rupees Twenty service charge for every application. Applicants with BPL- below Poverty Line status, Right-to-Information cases and Land revenue payment cases do not have to pay any charges. (a) Rupees 5/- towards the software purchase price (b) Rupees 9/- towards the service costs (c) Rupees 6/- to the collectorate Once the total cost of the Software Rupees 6.80 lacs is recovered as per point (a) the collectorate will receives Rupees 11/- from every form. On average around 250 applications are processed, everyday at Jan Sewa Kendra, Gandhinagar. Taluk places process around 50 cases each and to add up to a total of around 400 cases everyday. Taluk places forward the district- level applications to Gandhinagar, while almost 80% cases are handled at the Taluk centre by the Mamlatdar. The Process Form Issue Barcode stickers are applied to every form. This is done either at the time of issuing the form or just before the submission of the form. There is no need to log the name of the applicant at the time of the issue of the form or the barcode. This helps avoid queues and makes the process more convenient to the applicants. Registered citizens can obtain partly-filled forms by giving their fingerprint or registered government photo ID. Thirteen of the basic fields are automatically filled up in the application form. Submission of the form: Tokens Applicant visits the token issue counter, where an operator scans the barcode and the computer system allots a token at one of the counters, on basis of the type of the issue, Citizens wait till their token number is called at the assigned counter. Acceptance of the form, Registry Applicant visits the designated counter when the token number shows up on the display. The operator at the counter checks the enclosures and tick marks its receipt on the computer screen. The applicant does not need to re-submit enclosures previously submitted in any other 93
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