A. Problem Analysis

 1. What was the problem before the implementation of the initiative?
• The applicants (land owner) did not know how to apply to the documentary for agriculture land to Non-agricultural land with other services like changing the tenure with the mutations. • The applicants did not have proper knowledge of procedures for filling the applications with all supportive information and documents. • The applicants are required to obtain NOC’s from various other government body offices i.e. boards/panchayats/Railways offices/Corporation, urban development & other Authorities in the order to fulfill process. These resulted into frequent visits & lots of quires by the applicants. • There was No single point of service for the applicants. • The applicants were not aware of the jurisdiction area to which they have to apply for NON Agriculture purpose. • Unauthorized the consulting offices / agents had started taking advantages of NON Agriculture land process which make the applicants into Unnecessary trouble to clear NON Agriculture documentary. • The applicants were not processed in chronological order. • There was no monitoring mechanism for pending applications. • Lack of monitoring of service delivery. • Non-availability of reporting mechanism and process to track status of service.

B. Strategic Approach

 2. What was the solution?
The District Magistrate and collector Vadodara Shri Vinod Rao, IAS visualized requirement of fully protected transparency, accountability, simplification of procedure and speedy service delivery along tracking system which can be a useful tool to handle all the problems. This system would be beneficial for the applicants as well as Government officers (District Administration). 1. The system must fulfill the objectives of transparency, accountability, simplification of procedures & timely delivery of services. 2. Creation of Help Desk: A help desk was created within the office which would provide the applicants with all the guidance in filling the applications. 3. The special Feature of the system is Legal Assistance cell for helping the applicants regarding legal aspects of the issue through government officers that is legal officers to check the documents. 4. Applicants are given various modes to know the status of their applications submitted. Like Help line mobile No (9099930007 inquiry no) SMS on registered mobile, and Help Desk.

 3. How did the initiative solve the problem and improve people’s lives?
For the first time in the state, Vadodara district had an online system to allow checking the status of land related applications and help to fix the accountability and responsibility for unusual delays in disposal of the application. Earlier for issuance of certificates / delivery of services, Applicant had to travel multiple times to designated office to get a single certificate issued. Imparting huge cost and time investment.Earlier travel time for getting the certificate was high. There was no mechanism to track the status of any application submitted for getting a NA certificate. The system has unique feature of allotment of barcoded acknowledgement to the applicants on successful submission of the application. The procedure is very much user-friendly, this has resulted in to clear understanding of the concept by applicants. Due to this initiative a time bound and speedy disposal of NA is achieved.

C. Execution and Implementation

 4. In which ways is the initiative creative and innovative?
PROCESS : • Application Received At JSK • Entry of Received Application in Track-Smart with related fields. • After Due verification from Dept. Mamlatdar application is forwarded to Mamlatdar by JSK-Operator • Mamlatdar will split the file in sub-files to get NOC from Department(s). • After getting individual department’s response it is merged with main file and sub file is send to Bin Kheti(No need to track – Bin Kheti) • Collector takes decision after getting a file and inform JSK regarding completion of file. (No need to track) • After getting information from Collector JSK-Operator will mark as complete. A private agency is interested the work of accepting the applications, issuing bar coded, computer generated receipts to the applicants. The agency is also responsible for physical transfer of file in different offices. Open House NA is organized weekly by Collector Office, Vadodara. Views of relevant departments are also taken into consideration. Software application was developed and was installed in all concerned offices. It has commenced working since April 2012. Intensive training programs were conducted for all those officials who are involved in the process

 5. Who implemented the initiative and what is the size of the population affected by this initiative?
1. Applicants 2. A private Agency, which is entrusted the operational part. 3. Approving Authority offices/ officials. 4. Monitoring Authorities
 6. How was the strategy implemented and what resources were mobilized?
1. The computerized system (software) was developed by a private agency Peach Technovations & Bhanwar Infotech. 2. Physical Infrastructure: - The separate office space, infrastructure and relevant are provided in all the offices. Procurement of computers will all necessary software and other hardware accessories were provided for this purpose. Connectivity: All the offices are connected with ‘Gujarat State Wide Area Network’. If any problem creates in connectivity GSWAN engineer resolves it immediately.

 7. Who were the stakeholders involved in the design of the initiative and in its implementation?
No. Of Applications received from April 2012 to December 2013: Process : 986 Applicant’s Convenience The new system is adopted by the administration to monitor the progress work. Applicants do not have to make several visits to various offices. They can know the status of the application anytime from anywhere through SMS on his cell phone. Applicants save the cost of follow ups as they are intimated upon completion of their paper work. Applicants save the cost of lawyers/ agents as the office offers free counseling service and Queries are reduced. It has increased the efficiency of the Govt. staff also. It creates positive impact on the people. Due to periodic reminder to the officers and staff about pendency, timely completion is achieved. Applications are filed with minimum expense. The time bound and practical approach of the process has been resulted into elimination of the procedural delays. The applicants are conveyed the result of their applications in open house. It ensures transparency, accountability, efficiency and reliability of service within time limit at affordable cost without any harassment. It ends red tapism and delay. It was very challenging but due to proper guidance and supervision of District Magistrate and Vadodara Collector Shri Vinod Rao, the office has successfully achieved it.

 8. What were the most successful outputs and why was the initiative effective?
For judging and monitoring the progress of the work various reports are available from the system like NA sub file, in which a status of application can be known in various subsidiary offices. For that tracking system was implemented documents where barcoded and barcode tracing device were installed at all administration office. Department wise work log denotes number of applications received, pending and cleared at any point of time. Non agriculture applications are collected very carefully by legal officer. So no question arises about fulfillment of required documents. The applications are accepted with barcode system and receipt is generated automatically which mentions the date of open house. Open house is a meeting held on 12:00 noon on every Monday by District Collector for each and every applicant personally to present his favor about queries and problems at office of the Collectorate. Automatically generated SMS are also sent to the applicants for acknowledgement of decision. Monthly Work Log: In this report, month wise, office wise statistics of applications is known.

 9. What were the main obstacles encountered and how were they overcome?
It was initiative step taken by our honorable DM and Collector ,Vadodara, Shri Vinod Rao, it was first time to implement this kind of system so employees had not any experience for this kind of service. The office had to prepare machinery, infrastructure, trained and experienced man power to fulfill the activity in time limit. The office had to aware and insure people for this type of initiative and make them understood that this service is for their convenience and main objective was to end red tapism and delay. The applicants were unaware of the smart tracking system. They don’t know the exact procedure to follw at initial level. The new system was adopted by the administration for monitoring the progress work was due to its transparency, accountability & time bound outcomes within a very short period was very challenging. As far as the work force is concerned, due to intensive training programs there were no obstacles in working on the system.

D. Impact and Sustainability

 10. What were the key benefits resulting from this initiative?
Transparency, accountability, efficiency, reliability of service within time bound with user friendly supportive service to applicant and simplified services to the citizens. Cost savings for applicants and the office. Submission of the application occurs with nominal fees. Due to SMS service, time and expenses of the applicants are saved. It ends red tapism and creates peoples reliability on Government Service. Improvement in delivery time of services. service time is prescribed. Services are available to citizens in time with no hassles to citizens. Better beneficiaries feedback. an applicant is able to get benefits effectively and reliably. Applicants save travel costs and time. Applicants save the costs of follow-ups as they are intimated upon completion of their work or can know the status of work in process at any time. Government saves the costs of follow-up correspondence and queries. Applicant – Officer interface for status queries is reduced. More applications are now processed with less staff. Due to periodic and online reminders to the officers and staff about pendency, timely completion is achieved saving time.

 11. Did the initiative improve integrity and/or accountability in public service? (If applicable)
System is designed with modular approach with user friendly interface. Therefore, it is able to fulfill the expectations of users as well as officers. It can be easily modified and turned to the needs of other offices. This application can be extended to additional offices. This is indeed great service to people provided by the collectorate Vadodara and is running successfully. It is very popular in people. It could be replicated at state / national level also.

 12. Were special measures put in place to ensure that the initiative benefits women and girls and improves the situation of the poorest and most vulnerable? (If applicable)
Technology can act as a transformation agent to bring about service excellence till the block level benefitting and providing convenience to millions of rural citizens through easy, economic, efficient and quality service delivery at the door step. The participation, involvement and accountability can be brought into practice with the help of delegated authorities and bringing technological advancement into practice. This has led to immense saving of Government and citizens service delivery has been effective. Applicant avail their service Hassel free, from a single window and in time limit. Hassle free availability of services, saving time. If the facilities are provisioned taking considerations needs of the users, it is possible to deliver the result successfully within the time limit. It creates very good image of Govt. Service in people and they are very happy after implementation of this service. It could be replicated at state / national level also. This type of system can be arranged in other services/Deprtments also. Through “ Smart Track ” Project public gets better service.

Contact Information

Institution Type:   Government Agency  
Contact Person:   M.S. GOHIL
Title:   ADM & RAC  
Telephone/ Fax:   0265-2419700
Institution's / Project's Website:  
Postal Code:   390001
State/Province:   GUJARAT

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