| 4. In which ways is the initiative creative and innovative?
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The project implemented in phases as below:
Part A:
• Conceptualization: February 2011 during the ‘Chintan Shivir’ in the presence of Hon’ble Chief Minister of Gujarat
• Identification of services and departments for single window service delivery
• Standardization of application forms and documents / annexure required for application with each category of forms
• Checklist and details for filling up the forms in various categories
• Repository of all forms of Government schemes for all Departments
Part B:
• e-Seva Society was formed at District Level for management of operations of ATVT JSK centers
• Formation of Business Model: Two approaches and options were given to district collectorate
(a) In-house operations where in administration to manage the operations by having operators on board.
(b) Outsource the JSK centers in their territory (up to 60:40 percent revenue sharing)
• Software development for identified 156 services and cost of per application was finalized to be Rs. 20.
• Space availability and provision of physical infrastructure and furniture at various identified locations
• Procurement of Hardware and commissioning of Desktops, Printers and webcam at various Centers
• Provision of Connectivity – Initially a 2 Mbps line was available across the block offices which was upgraded to 10 mbps GSWAN (Gujarat State Wide Area Network) at the time of commencing the operations
• Setting up a Network Operations Centre at the Capital Gandhinagar to monitor the operations of the JSK centers.
• Initial hosting of the application was done at central facility of National Informatics Centre (NIC), Government of India. In June 2013, the central hosting was moved from NIC to State Data Centre (SDC) Gujarat.
• Capacity building and training: NIC District Information Officers were trained for the application and usage. NIC DIO facilitated the training of operators in their respective districts.
Part C:
• Jan Seva Kendra approach began in 29th April 2011.
• Total services increased from 156 to 181 (as on today) as per the requirement of departments
• Total 266 JSK centers are operational across 225 blocks in the state of Gujarat.
• Coordination and monitoring with various departments at state level & all district administration.
• Training and capacity building initiatives for technical and functional activities is conducted on regular basis
• Recorded over 9 million transactions till November 2013 since inception in April 2011.
Citizens can access the status of their pending matters; download the forms and information through the website http://jansevakendragnr.gujarat.gov.in).
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| 5. Who implemented the initiative and what is the size of the population affected by this initiative?
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The service delivery and operation management through JSK centers involve different stakeholders of the administrative system and technical teams including -
• Consumer/ applicants (Citizen)
• Operation is being done by outsource agency (Operator).
• Approving authority (Mamlatdar (block officer)/ TDO etc.)
• Monitoring authority (Prant Officer, DDO, District Collector, DIO, line department officers)
• Overall supervisors (Revenue Department and other line department at state level, NIC state level team)
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| 6. How was the strategy implemented and what resources were mobilized?
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In order to empower the people and enhance the growth process, the Government has initiated the concept of citizen centric approach targeting taluka (block) level service delivery where governance and development is facilitated at the grass root level.
Administrative functions:
• Identification of services and departments for single window service delivery
• Standardization of application forms and documents / annexure required for application with each category of forms
• Checklist and details for filling up the forms in various categories
• Repository of all forms of Government schemes, GRs, etc for various stakeholder departments
• E-Seva Society was formed at District Level for management of operations of ATVT JSK centers
• ‘Taluka Coordination and Grievance Redressal Committee’ (TCGRC) was created at Block level
• Formation of Business Model: Two approaches and options were given to district collectorate (a) In-house operations where in administration to manage the operations by having operators on board. (b) Outsource the JSK centers in their territory (up to 60:40 percent revenue sharing)
Infrastructural provision:
• Software development for identified 156 services was carried out by NIC
• Physical Infrastructure - Space availability and provision of physical infrastructure and furniture at various identified locations
• ICT Procurement: provisioning of Hardware and commissioning of Desktops, Printers and webcam at various Centers
• Provision of Connectivity – Ensuring a dedicated connectivity through GSWAN (up to 10 Mbps)
• Total 266 JSK centers are operational across 225 blocks in the state of Gujarat.
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| 7. Who were the stakeholders involved in the design of the initiative and in its implementation?
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Citizen centricity and relevance
Citizens are expected to submit the pre-printed application forms filled with required details of service along with necessary annexure documents to Jan Seva Kendra center. All services are mapped to respective offices and are processed there. After approval and signoff, the certificate issued is sent back to Jan Seva Kendra Centre for delivery to the citizen. SMS is sent to applicant on receipt of application at Jan Seva Kendra counter and at the time of approval. A citizen can know the status of the application from anywhere through Jan Seva Kendra website.
The central command at Gandhinagar has dynamic role based dashboard showing service-wise, district-wise, application-wise receipt, disposal & pendency statistics along with fee accruals for the services.
User Convenience
Increasing the government ability to reach out to citizens for services administrative services, through common service delivery outlets and ensure efficiency, transparency and reliability of such services at affordable costs to realize the basic needs of the common man.
The Government of Gujarat has given high priority to block level e-Governance initiatives to deliver the services from block office itself.
Cost to User
The decentralization of administration up to block level will make it efficient, transparent and citizen centric. Applications for assistance under various services would now be collected and processed at the block level itself.
In order to make JSK system self sustainable, citizens are charged Rs. 20/- for each service as facility charge. Income received from service / facility charges gets accumulated in e-Seva society fund.
Citizen Charter
The services provided by Jan Seva Kendra include 32 one-day services like income certificate, caste certificate, senior citizen certificate, renewals such as arms license, ration card, birth date change etc. At present 32 services are “One Day” services, means delivery in one working day.
Non one-day services are services which are being delivered to the beneficiary in a pre decided time frame as per citizen charter
Problem Resolution and Query Handling
One help desk in each Jan Seva Kendra has been established for assistance to citizens. Provides pre-printed application forms for assistance, guide them how to fill the form, etc.
At district level, NIC DIO is helping to resolve the problems of Jan Seva Kendra operations.
Jan Seva Kendra monitoring cell in Revenue Dept. solves the problem at state level and guides the whole state about operations and coordinates with NIC, state center.
e-Inclusion
JSK services are the single window services for revenue and other allied departments utilizing the JSK service presence. Currently it is working with Gujarati and English Languages. Application monitoring system developed so that block, district and state level office can monitor pendency and performance.
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| 8. What were the most successful outputs and why was the initiative effective?
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State Level: Jan Seva Kendra monitoring cell in Revenue Department is setup for operational control and management of state-wide Jan Seva Kendra operations in coordination with various departments at state level & all district administration.
E-Seva Society was formed at every District for management of operations of ATVT JSK centres. District Collector coordinates at district level with various government institutions and supervises all activities of the Jan Seva Kendra.
‘Taluka Coordination and Grievance Redressal Committee’ (TCGRC) created at block level for redressal
A Dy Mamlatdar (Dy Block Officer) have been assigned as a dedicated nodal officer to monitor the activities on day-to-day basis.
The Technical assistance is provided by the local National Informatics Office (NIC) headed by district information officer.
(i) Query-less operations:
All the required information and enclosures are verified with Computer assistance at the time of acceptance of the application. Due to this, there are no queries and delays during back end processing.
(ii) Delegation of authority to the Dy. Mamlatdar (Dy Block Officer), Jan Seva Kendra
The Dy Mamlatdar at Jan Seva Kendra is authorized to handle affidavits and certification for quicker disposal of cases. The officer is also entrusted with the responsibility to resolve any technical queries related to applications.
(iii) Review Meetings:
Regular review meetings are considered to be core part of the monitoring process. During the meeting, the tasks of (a) simplification of processes, (b) reforms based on feedbacks from the applicants, service provider as well as officers and tracking of timely disposals.
(iv) Privacy & Security Policy
The application is https enabled and complied with various security policies. The application is hosted in State Data Centre (SDC) and can be accessed from GSWAN & NIC networks only.
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| 9. What were the main obstacles encountered and how were they overcome?
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Below mentioned are the challenges faced by the District Administration while providing services -
• Initial coordination with cross-sectoral departments and their involvement for ensuring standardization process was a challenge in beginning.
• Ensuring need to introduce uniform application forms for different services – standardization of services
• Ensuring the trained resources available for the service delivery and technical assistance to all the offices. To train staff and operator and change the mind-set of officers & employees
• Management and monitoring of the operations and continuity of services for the citizens as per citizen charter was a challenge in the beginning.
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