Service Delivery

Electronic service delivery requires physical presence of channels of interaction and communication among government departments/ministries and citizens. Significant efforts are made by central & state governments to build these channels of delivery closest to the citizen and increase the reach up to the last mile. This is done by providing networks and infrastructure across geography of district. These modes of delivery are generally government establishments (PRIs, DC Office, Transport Office, etc.). However, in some cases these are also kiosks and centres for service delivery which are based on Public Private Partnerships (CSCs). Penetration of these modes/channels of delivery varies from state to state. In most of the states, government services are delivered at the district level only, but in few states these service delivery channels have also penetrated to village and village Panchayat level. The most popular service delivery channels are:

• DC Office

• SDO Office (Sub Divisional Office)

• Block/Tehsil Office

• Transport Office

• CSCs (Common Service Centers)

• Internet

Most of the states are delivering services at District level through multiple delivery channels as mentioned above. Andhra Pradesh, Jharkhand, Kerala have penetration till the village level and services are being delivered through various delivery channels. Andaman and Nicobar, Gujarat, Haryana, Himachal, Madhya Pradesh, Meghalaya, Odisha, Punjab, Puducherry, Rajasthan, Tamil Nadu, Tripura and Uttarakhand have penetration up to the block level. CSCs are being used as a common channel of delivery of services in Bihar, J&K, Jharkhand, Karnataka, Kerala, Maharashtra, Meghalaya, Mizoram, Nagaland, Tamil Nadu & UP.

Integrated Citizen Service kiosks offer a convenient method of reaching the government at the time and location of choice.

“Reach and range” is key to any service offering and an essential component to bridging the digital divide and the government has an opportunity to provide it through extensive

use of these kiosks. These kiosks have evolved as an effective service channel. Listed below are some of the popular service delivery mechanisms in the States/ UTs:

7.2.1 Arunachal Pradesh

Jan Suvidha

Jan Suvidha is a Computerized Facilitation Centre, initiated to substantially improve the citizen interface by making it a pleasant experience. People throng these centres to avail a number of services which are delivered in the shortest possible time. All certificates viz. Birth & Death Income Certificate, ST

Certificate, Inner Line Permit (ILP), Succession Certificate are computerized and issued through a single window at a very affordable cost. One can also know the status of application with the monitoring facilities available.

7.2.2 Andhra Pradesh

Rural Seva Kendras / Rural Service Delivery Points (RSDP)

Rural e-Seva centres are established at various Mandals / Blocks in Andhra Pradesh through which services are delivered in rural areas and e-Seva centres are established in urban areas for delivery of services. For example, there are 47 Rural e-Seva centres in West Godavari and 32 e-Seva centres in Anantapur. RSDP are established at village level and these centres are involved in catering to various G2C services .For example, there are 100 RSDPs in West Godavari. These services are also delivered from various Tehsil offices/ Gram Panchayat offices throughout the State.

 Jan Suvidha Interface

DISTRICT LEVEL SERVICES

177 Prajavani

Prajavani is a web based system for on-line monitoring of Public Grievances http://prajavani.ap.nic.in/ at Collectorate has been successfully developed and implemented and made operational in 17 districts. Citizens can get their grievances addressed at any Prajavani counter and get an acknowledgement. It will be forwarded to a Call Center, where the grievance is marked to the concerned Officer along with due date. Officers can feed their response after attending to the grievance. Citizen can see the response from any internet access point . An SMS based complaint status system is also operational at Anantapur.

7.2.3 Chandigarh

e-Sampark, eJan Sampark

Chandigarh transformed into a knowledge based city, wherein every citizen has access to the benefits of information technology. This initiative, e-Sampark, launched in September 2004, is a highly visible project benefiting the citizens by giving them a “multi-service” – “single-window”

convenience. 23 G2C and 5 B2C services are being provided free of cost and for an extended duration. More than 2 lakh applications are processed per month. Most of the services are delivered instantaneously through 25 Jan Sampark centres across the city. eJan Sampark project targets that the benefits of ICT should reach the masses, by easy dissemination of Information Services and to deliver useful non-transactional services like registration of grievances, acceptance of RTI applications and appointment in Government hospitals. Under project eGram Sampark, Rural Knowledge Centres are operational providing eSampark and

eJan Sampark services to rural population in order to bridge the digital divide.

7.2.4 Gujarat

Jan Seva Kendra

The web based system (http://janseva.guj.nic.in) is running successfully in various taluka and district centers of Gujarat. The user can go to any counter and apply for caste certificate, income certificate, selected affidavits etc. User can know the status of his/her application by providing the unique application number.

7.2.5 Haryana

Electronic Delivery of Integrated Services of Haryana to all – (e-DISHA)

An e-DISHA centre is established in each of the 19 districts from where 39 G2C services can be availed. Officials concerned with respective services are also available in these centres, during its time of operation, so as to reduce the legwork

Prajavani

e-Sampark Kiosk-Chandigarh

e-Disha Centre

of citizens. A nominal fee is levied for availing these services This has also provisioned a lot of job opportunities for the local unemployed youth.

7.2.6 Himachal Pradesh

Sugam

Sugam is an e-governance initiative in Himachal Pradesh wherein various services are being offered in a time-bound and effective manner under one roof in a standardized manner. G2C Services offered include Issue of various types Driving License(Sarathi), Registration of Vehicle and other works (Vahan), Registration of Land deeds (HimRis), Sanction of Arms License (Shastr), Acceptance of Passport applications (WebPass), Online Issuance of Land Records (HimBhoomi), Issuance of different certificates(ePraman), Registration of Grievances (eSamadhan), Registration of Candidates for Employment (eRozgar), Disability & Senior Citizen IDs, Daily Prices of Agriculture Commodities (AgmarkNet), Payment of various types Bills, Providing various details like bus time table, blood donors’ directory, status of applications, telephone directory etc. 51 Sugam Centres are operational in HP.

“e-Samadhan” is a citizen-centric, web-enabled and work-flow based system for automation, standardization and uniformity of the grievance redressal system in all departments of Himachal Pradesh. Various “e-Samadhan” counters are established by the Government at Sugam centres in all D.C. offices, SDM offices and offices of other departments. eSamadhan Services are extended through CSCs i.e. LokMitra Kendras. RoR are also made available through these centres. 65 Employment

exchanges were made online and users could register through these Kendra’s.

7.2.7 Jharkhand

e-Nagrik Seva Kendra

The government of Jharkhand took an important step by establishing the first e-Nagrik Sewa Kendra. NIC Jharkhand developed an web based application for providing G2C services

from the Kendra through a citizen interface and government interface. Citizens can apply at these centres for issuance of certificates, download forms and guidelines issued by the government from time to time and can submit and monitor the status of applications. The Government interface provides for updating the status of the applications submitted and generates the certificates using the utility link.

7.2.8 Karnataka

Nemmadi-Rural Digital Services (RDS)

Facilitating the rural citizen’s interactions with the Government, RDS is a single window system for delivering 40 G2C services (certificates such as income, caste, residence &

social security pensions, land records) to the citizens from village level kiosks. This was implemented in 2006 under the PPP model wherein the vendor has established 800 tele-centres at the Hobli (Sub Taluk) level and the Taluk level back office (203) by providing the hardware, network and operators. Accepting the oral request from the citizen, giving an acknowledgment, checking the status and printing of the

SUGAM

 E Nagrik Sewa interface

DISTRICT LEVEL SERVICES

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