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

Study Report on Assessment of the Model e-districts
application. The operator performs qualitative check to ensure the complete fill-up of the form
and ticks that on the PC. The operator takes a photograph of the applicant if required. In case
all the required enclosures are checked, the software issues a bar-coded acknowledgement slip
in two copies. One copy is given to the applicant and the second copy is attached to the
application. The applicant copy shows up Jan Sewa Kendra’s help line number, latest delivery
date and time. In case of affidavit, franking is also done at the same counter. At the same
counter, the applicant can specify if he or she needs any certified copies, laminated
certificates and/or home delivery of papers.
Forwarding & Follow-up
The back office operator at Jan Sewa Kendra’s scans the barcode on the application. The
system shows up the concerned office and this way the received papers are sorted out. A list is
generated for acknowledgement by the concerned branch. Every department can access the
information on pending cases on-line, through SMS query, or by requested printouts. Reminders
and alerts are sent to the officers by the system to ensure in time completion of the cases. The
collector also monitors the pendencies.
Follow ups and inquiry by the Applicants/Citizen
Applicants get the status of their application in four ways.
(1) By calling Jan Sewa Kendra’s IVRS line 079-23242501 (24 hours service)
(2) By sending SMS query on 997-997-2068
(3) On the Jan Sewa Kendra’s website: http://jansewakendragnr.gujarat.gov.in
(4) visiting Jan Sewa Kendra
Completion of cases and Delivery
The system automatically sends an SMS when the case is scanned for completion. At the time of
delivery, the bar coded acknowledgement is received and the papers are given to the
applicant. If the applicant has shown the preference, at the time of submission and if the
applicant has opted for home delivery, the papers are dispatched to the applicant’s residence
by courier.
Back-end Processes
Back end processes are implemented at the Gandhinagar Collectorate to expedite the work
once the applications are received. All the accepted applications are forwarded by the Jan
Sewa Kendra to the concerned departments. For this the bar code on the application is scanned
by the Jan Sewa Kendra operator. The software senses that the particular application is for a
specific Issue and for specific region. As per the process chain configured for that issue while
creating the forms (user definable & not hard coded), the computer shows up specific
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