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Citizens can hope to end their ordeal of running from pillar to post in government offices as the state government has embarked on implementing doorstep delivery of various services.

The e-governance department will next week launch a pilot of the project, Government Services at Citizens' Doorstep, announced by CM HD Kumaraswamy in the state budget.

Mahalakshmi Layout assembly constituency has been chosen for the pilot and e-governance department officials said the entire state would be covered in phases. The e-governance department is leveraging Sevasindhu, an integrated portal which is a one-stop shop to provide government services to citizens, for it. Sevasindhu now covers 86 services from 18 of the total 54 departments but citizens will have to go offices concerned.



The door-delivery service promises a lot but it remains to be seen whether the government can deliver on it. For too long have we been at the mercy of lethargic staff in government offices who often make a simple task of getting a document timeconsuming and fraught with uncertainty. By deploying mobile assistants to co-ordinate the documentation required and ensure the required certificate is dropped off home, the government is going the extra mile to simplify service delivery. Hopefully, the pilot project will iron out any glitches in the process and the facility will soon be extended to all departments.


"We have started preliminary work for the pilot in Mahalakshmi Layout. Our staff is reaching out to people to create awareness," said Sunil Panwar, director, Electronic Delivery of Citizens' Services, and CEO of Centre for E-Governance.

Six services including issuance of income certificate, caste certificate, caste-cum-income certificate, residential certificate, health card and senior citizen card will be included in the pilot and other services will be included in a phased manner.

"It's our endeavour to make governance people-friendly and door delivery of services is a step forward in that direction," Kumaraswamy said.

It's a web-based service where a citizen can contact a call centre to inform them about the service she requires. The caller will be told what documents she keep ready. After fixing an appointment, the Sevasindhu wing will send a 'mobile assistant' to the caller's residence. The assistant equipped with a tablet will upload the application along with required documents on the portal, following which the department will process the application and the assistant will deliver the required document.

The Arvind Kejriwal-led Delhi government had implemented a similar scheme and was well-received since launch last year. While Karnataka is the second state to offer door delivery of services, Sevasindhu officials said the Karnataka model would be more advanced. "The Delhi model has technology limitations as most processes are done offline. Our system is more advanced and ensures seamless end-to-end service," said Varaprasad Reddy, project director, Sevasindhu.

While the scheme imitates app-based services and door-delivery system prevalent across businesses, officials said the initiative would generate jobs with Sevasindhi planning to hire about 4,500 mobile assistants.


Autor(en)/Author(s): B V Shiva Shankar

Quelle/Source: The Times of India, 26.02.2019

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