Government-To-Citizens (G2C) Case Studies

G2C are projects wherein the government directly interacts and serves the citizens thus, it usually includes land records, railway reservation and income tax

E-Registrations of land records

e-Registration Benefits

• Prevent under valuation of property
• Increase in revenue from land registrations
• Reduction in black economy effect
• Initiate urban real estate reforms
• Legalizing land ownerships and increase in number of land registrations

Benefits to the Registration Department

• Uniform and rationalized work procedures and norms for clear accountability for performance
• Generation of an Efficient MIS for better and fast decision-making and monitoring system
• Sustainable operation model through application of service charges
• Bring transparency in the system
• Faster processing of files and information resulting in efficient work
• Feedback analysis through grievances
• Reducing the interdependency
• A holistic citizen centric approach
• Training for requisite skill enhancement
• Better work environment
• Scope for addition of new value added services

Benefits to the citizens

• Delivery of all services within defined service levels
• Faster Registration process for Citizens
• An effective Grievance Redressal Mechanism
• Most services over the Counter or through web interface
• Reducing the visits to Governments departments
• Ease of availability of
• Property Valuation
• Application Status
• Information of court cases
• Single point of contact
• Easy accessibility
• Reducing travel time, waiting time and other coping costs
• Easy access with service delivery counters and website
• High Level of Convenience with Extended working hours
• Facility of multi-mode payment at convenient points
• Negligible Queuing
• Transparency in availing the services
• Good public facilities at the Registration Facilitation Centers
• Delivery of services in cost effective manner

E-Registration Application

• Centralized Architecture
• Biometric Based Login
• 1:1/1:N Finger Print Matching
• Revenue Leakage Validation
• Auto Fee Calculation
• Auto Property Valuation
• Benchmark Valuation Configuration
• OLR Act check for SC/ST Land Transaction
• Time to time Benchmark Update Alerts
• Exceptional Reports to Higher Authorities
• Revenue Collection Trends
• Under valuation cases restriction
• Work flow management
• Single page deed output
• Digital storage of Photograph, Biometric and Signature
• Digital storage of scanned document
• PDF Compression and Decompression

Indian Railways Reservation System

Till early 90s the train reservation system was manual. The issues faced by citizens were

• A normal citizen was expected to come to a particular counter to book a reservation
• Return reservation was a big challenge
• The confirmation of the seat was not possible instantly
• Speed money was very common to get a reservation due to non-transparency

Re-engineering the reservation gave citizen convenience as compared to earlier process

• Passengers can book any train from any booking location
• Information regarding the availability of seats is easily available
• Reservations can be made through website – a transparent system
• Railway Call Centre supported by Interactive Voice response System

Passport

Passport issuance to citizens was a very long process and the original system of passport issuance or renewal had issues like

• Queue Management system – Time taken for submission of the application was more than 2 hrs. Unclear guidelines and lack of awareness among applicants. Less number of counters for accepting applications. Seating arrangements not based on the number
• of transactions. Space constraints in the offices
• Infrastructure and public utilities – “Need for overall improvement in the public utilities such as Water, Canteen, Toilets, Seating arrangements etc.”
• Variations in service levels – Different service levels for processing applications
• Delay due to Police Verification Process – “Manual procedures for sending the applications for police verification leading to delay in the overall procedure”

A BPR exercise was carried out and the revised processes which were implemented, were

• Outsourcing of the front-end activities (Facilitation Centers) of the passport issuance system – No citizen needs to visit the back-office (i.e. the RPOs). Outsourcing for application submission, data entry, receipt of fees, verification of original documents and enquiry .
• Anywhere Anytime Application submission and real-time status tracking – Online submission, 24×7 through any internet facility (Internet Kiosk, Home). Real-time tracking through centralized system
• Linkage of the Passport office with a designated point at the police department – Auto-segregation of application details for police verification (Adverse and clear flagged separately). Automated update of the PV status- leading to reduction in overall processing. Automated reminder for clearance of pending reports
• Centralized back-office – Centralized printing of the passports for the Missions/Passport offices to control pendency. High quality fast printers for centralized back-office. Printing of e-Passports (Diplomats). Outsourcing of the centralized back-office.
• Exception handling for review / objection cases – Automatic escalation of the objection cases by the system. Objection cases-Police Adverse cases, PAC Check etc.