ministry of panchayati raj bpr...this report is intended solely for the information and use of the...

Ministry of Panchayati Raj

ePRI Study Project - Phase III – Volume II

As-Is, Gap Identification & To-Be Process Report

For Panchayati Raj Institutions

In State of Gujarat

By

National Informatics Centre Services Inc

November, 2009

National Informatics Center Services Inc.

Confidentiality Statement This report is intended solely for the information and use of the Ministry of Panchayati Raj,

Government of India, State Panchayati Raj Department, Government of Gujarat, National

Informatics Centre and should not be used, circulated, quoted or otherwise referred to for any

other purpose by any institution or individual other than the Ministry, State PR department and

National Informatics Centre, nor included or referred to in whole or in part in any document

without the prior consent of National Informatics Centre Services Inc. or the Ministry.

National Informatics Center Services Inc.

Table of Content

1. SCOPE AND APPROACH OF AS-IS STUDY & TO-BE PROCESS DESIGN................................. 4

1.1. SCOPE OF STUDY ................................................................................................................ 4 1.2. APPROACH FOR AS-IS AND KEY ACTIVITIES .............................................................................. 4 1.3. SERVICES SELECTED AND RATIONALE...................................................................................... 6 1.4. APPROACH FOR TO-BE DESIGN .............................................................................................. 8

2. PRI FUNCTION(S) AS-IS AND GAPS IDENTIFICATION ........................................................ 10

2.1. ZILLA PANCHAYAT – PRI INTERNAL FUNCTIONS AND GAPS ........................................................ 10 2.2. BLOCK PANCHAYAT – PRI INTERNAL FUNCTIONS AND GAPS ....................................................... 15 2.3. GRAM PANCHAYAT – PRI INTERNAL FUNCTIONS AND GAPS ........................................................ 20

3. IT APPLICATIONS............................................................................................................... 23

4. COMMON COMPONENTS ..................................................................................................... 25

4.1. FORM AVAILABILITY COMPONENT ......................................................................................... 25 4.2. APPLICATION RECEIPT COMPONENT ...................................................................................... 28 4.3. PAYMENT RECEIPT COMPONENT........................................................................................... 31 4.4. DELIVERY COMPONENT ...................................................................................................... 33 4.5. REJECTION COMPONENT..................................................................................................... 36 4.6. APPROVAL COMPONENT ..................................................................................................... 39 4.7. VERIFICATION COMPONENT ................................................................................................. 41 4.8. STATUS TRACKING COMPONENT ........................................................................................... 43 4.9. INFORMATION COMPONENT ................................................................................................. 45

5. AS-IS DELIVERY PROCESSES, GAPS & TO-BE PROCESSES ............................................... 48

5.1. APPLICATION & ISSUANCE OF BIRTH CERTIFICATE .................................................................... 48 5.2. APPLICATION & ISSUANCE OF DEATH CERTIFICATE ................................................................... 56 5.3. DISEASE CONTROL PROGRAM IN RURAL AREAS ....................................................................... 64 5.4. APPLICATION & ISSUANCE OF TAX PAYMENT CERTIFICATE ......................................................... 73 5.5. ELECTRICITY BILL PAYMENT - BANASKANTHA ......................................................................... 80 5.6. ELECTRICITY BILL PAYMENT - DAHOD.................................................................................... 82 5.7. ENROLLMENT OF STUDENT IN PRIMARY EDUCATION .................................................................. 88 5.8. APPLICATION & ISSUANCE OF FARMER CERTIFICATE ................................................................. 94 5.9. APPLICATION & ISSUANCE OF JOB CARD-NREGA.................................................................. 102 5.10. INDIRA AWAS YOJANA-APPLICATION & ISSUANCE OF ADVANCE................................................. 109 5.11. ISSUE OF RECORD OF RIGHTS............................................................................................. 116 5.12. SOIL TESTING & ISSUANCE OF SOIL HEALTH CARD.................................................................. 122 5.13. APPLICATION & ISSUANCE OF DOMICILE CERTIFICATE .............................................................. 130 5.14. APPLICATION & ISSUANCE OF CHARACTER CERTIFICATE .......................................................... 138 5.15. DOWNLOADING OF VARIOUS APPLICATION FORMS .................................................................. 146

6. G2C SERVICES WISH LIST ................................................................................................ 152

6.1. APPLICATION & ISSUANCE OF NEW RATION CARD................................................................... 152 6.2. APPLICATION & ISSUANCE OF CAST CERTIFICATE ................................................................... 161 6.3. APPLICATION & ISSUANCE OF INCOME CERTIFICATE ................................................................ 172 6.4. APPLICATION & ISSUANCE OF PAN CARD............................................................................. 183 6.5. PAYMENT OF TELEPHONE BILL........................................................................................... 190 6.6. AUTOMATIC GRIEVANCE HANDLING SYSTEM.......................................................................... 195

7. TO-BE PERFORMANCE INDICATOR REPORTING FORMAT AND RECONCILIATION FORMAT 202

8. MIS REPORTS ................................................................................................................... 206

9. SYMBOLS USED FOR PROCESS MAPPING........................................................................ 208

ePRI Study Project As – Is Process Study - Gujarat

National Informatics Center Services Inc. of 208

1. Scope and Approach of As-Is Study & To-Be Process Design

Objective

The As Is and To Be Process report (Volume II of BPR Report) details out the current status of various PRI Internal Functions at every level in Gujarat. These functions are either primary functions such as planning & budgeting, monitoring, implementing, accounting etc or common functions such as collecting taxes, information dissemination etc. The gaps identified in the system during the study are also elaborated in this report basis which the current processes are modified. This section details out the scope of G2C services studied and rationale for selecting them for the study. It also talks about over all approach and methodology adopted in making As-Is process maps, identifying gaps and finally preparing the TO BE Process maps of G2C services.

1.1. Scope of Study For the purpose of this study, only the services which are directly related to citizen i.e. G2C services are selected. Total 15 existing and 6 new services are selected for study. Currently, these services are provided to citizen using various modes and models as discussed in details in subsequent sections. The study aims to capture all that information for re-engineering purposes viz the gaps in the service delivery processes with respect to three dimensions of people, process and technology

The processes are studied right from the point when citizen applies to the point when get the service or intended benefit delivered. The process maps also details the documents required, documents created at each stage and person responsible for creating that documents. Revenue collected and the stage at which it is collected is also captured in process maps.

1.2. Approach for As-Is and Key Activities

The following steps were carried out in study of As-Is processes of the Panchayat.

� Extent of devolution of Panchayat functions: This was the first aspect of study which was done based on a study of the <Kerala

Panchayati Raj Act> and the relevant rules. Based upon this study the key functions of the District, Block and Village Panchayat were

identified.

� Study of Citizen Charter: A study of the Citizen Charter published by the Village Panchayat was done once an understanding of the

Panchayat functions was developed. Based upon the citizen charter, the portfolio of citizen services provided by the Gram Panchayat,



the transferred departments and various other Departments of the Government of <Kerala> with whom the Panchayat collaborates for

citizen service delivery were identified.

� Study of citizen needs: The team interacted with citizens as part of the Gram Sabha, the Village Development Seminar and

subsequently, through a door-to-door survey. Based upon these interactions, issues/gaps with existing services and the possible new

services were identified.

� As-Is process mapping: Through in-situ studies, interviews with Panchayat officials and study of documents, an understanding of the

As-Is processes at the Panchayat for service delivery was developed. As-Is process maps were developed along with the supporting

narration which were validated through discussions with Panchayat officials.

To make As-Is process maps for selected services, the state field team has visited various stakeholders of the process and taken their views,

experiences, suggestions and feed backs. For example to understand the process followed for India Awas Yojana, the team met one

beneficiary to understand his experience, issues he faced and suggestions he had. Then the team met talati, sarpanch and gram sewak

(development) of the village to take their inputs. Inputs were taken on procedure followed, documents required and documents or application

form filled to complete the process. A draft process map was drawn and was validated by them. The team also met TDO and IRD official at

block level to understand process and IT role in the scheme. Similarly for each process all the stakeholders were met and their inputs were

taken.



To have a better understanding of the processes, wherever possible samples of application forms, other related forms and certificate or final

output generated were also collected. Along with process discussions, officials and citizens were also asked about issues they face when

availing or providing these services. Based on these discussions, gaps, challenges and opportunities to improve the processes were identified.

1.3. Services Selected and Rationale For the selection of services, following criteria were kept in mind. � Criticality of service for citizen � Volume of service request generated � Revenue potential for government � Ease in providing the service to citizen

The following services have been identified for process re-engineering. The Rationale for selecting these services for re-engineering is also

being provided below:-

Existing Services

Existing Services Rationale for Short-listing

1 Application / Issuance of Record of Right 1. Volume service request is high 2. Since, land records are already digitized the service delivery is easy.

2 Application / Issuance of Farmer Certificate 1. Easy service delivery

3 Application for Soil Testing / Issuance of Soil Health Card

1. Critical for agricultural development and directly related to farmer welfare 2. High volume of service in future is expected

4 Application for Registration of Births (Rural)/ Issuance of Birth Certificate

1. Volume is high 2. Basic document to establish identity and age 3. Required in many places to avail other benefits and services

5 Application for Registration of Deaths (Rural)/ Issuance of Death Certificates

1. Volume is high 2. Required to avail other benefits and services

6 Application for Job Card in NREGA 1. High volume of service requests 2. Key initiative in poverty alleviation and rural infrastructure building



Existing Services Rationale for Short-listing

7 Enrolment of Student in Primary Education 1. High volume of enrolments 2. Critical for rural populace for inclusive growth

8 Disease Control Program in Rural Areas 1. Very high volume 2. Very critical for rural welfare

9 Registration of Houses Through Indira Awas Yojana (Till Advance Release)

1. Volume is not high but very critical for rural poor, which constitute a high percentage of total population

10 Application and Issuance of Tax Payment Certificate 1. High revenue potential for government 2. Service delivery is easy

11 Electricity Bill Collection Services 1. High revenue potential for government 2. High volume of service expected

12 Application and Issuance of Character Certificate 1. Critical since it is required for many services like job applications and loan applications

13 Application and Issuance of Domicile Certificate 1. High Volume Service 2. Required for many services like job applications, government services,

loan application etc

14 Information Regarding the Works Schemes Implemented by the Panchayat

1. Related to RTI, critical for improving transparency and efficiency of system

15

Downloading of Various Application Forms (A) New RC (B) Driving License (C) SC/ST/OBC Scholarship Disbursement Scheme (D) General Scholarship Disbursement Scheme (E) Old Age Kisan Pension Scheme (G) New Ration Card (H) Modification of Ration Card

1. High volume 2. Ease of delivery 3. Potential for revenue for government 4. Critical for availing any service



New Services

New Services Rationale for short-listing

1 Issuance of Ration Card 1. Volume is high 2. Critical for poverty alleviation and required for many other services as

authenticating document

2 Issuance of Caste certificate 1. Volume is high 2. Critical for availing SC/ST/OBC related schemes and benefits

3 Application Issuance of income certificate 1. Volume is high 2. Critical for many services like loans and other benefits

4 Online Application and delivery of PAN card 1. High revenue potential for government, since it will widen the tax net

5 Automatic Online Grievance Handling System 1. Very critical to improve transparency of system 2. Complements RTI 3. Improves faith of citizen in governance

6 Collection of Telephone Bill 1. High revenue potential for government 2. High service volume

1.4. Approach for To-Be Design

The following steps were carried out in designing of To- Be processes of the Services delivered through Panchayat.



� Identifying Gaps: Having studied the detailed As- Is processes of the services prioritized for re engineering, key gaps and pain areas

with respect to people, process and technology were identified.

� Identifying Opportunities for Improvement: The Gaps identified in the above step were translated into the areas of improvement and

were mapped closely to the objectives of the ePRI project.

� Defining the To Be Common Components: Based on the common gap and pain areas and improvement areas identified, a common

set of Components were defined e.g. the Form Availability Component, Payment Component, Application receipt, Application rejection

etc.

� Designing To – Be Process Maps: To-Be process maps were developed along with the supporting narrations which were validated

through discussions with Panchayat officials. Prerequisites and dependencies were defined for all the To-Be processes. Key

Recommendations made were mapped to the objectives they directly impact. An Escalation Matrix was also defined for all the To- Be

processes to indicate the Escalation process and conditions. Any Legal Changes involved are also highlighted for the respective new

processes.

� Validate and Finalize the To-Be process: Finally the proposed To-Be process maps are validated with the stakeholders and finalized

via discussions.

To – Be Process Design

Identifying the Gaps / Pain Areas in the current process of Service Delivery

Identifying the Opportunities of Improvement

Defining the To Be Common Components across Services

Designing the To Be process maps filling the people, process, technology gaps identified

Validating and Finalizing the To – Be maps



2. PRI Function(s) As-Is and Gaps identification

2.1. Zilla Panchayat – PRI Internal Functions and Gaps Gaps / Issues / Improvement opportunities Function Activity Description Mode Role and Responsibility IT Process People

Primary Functions

Making district plans

District plans are made after consolidating all block plans and taking inputs from all line departments. This is process is done once in year.

Manual

ZP President (Chairman), DDO (Mem Secy), line department officials and elected members are part of planning committee

Collating BP and GP Plans

BP and GP plans are collated before making district plan. All the blocks submit their plan after consolidating GP plans at their ends

Manual DDO and all line department officials consolidate the block plans

Planning

Collating line department plans

Line departments also make their plans on activities for the year. They are also included in district plan by planning committee

Manual DDO and all line department officials

Planning is done manually

The process is often delayed

Financial Progress / Expenditure reporting

Financial progress reports are made every month by line departments and lower PR tiers to show the extent of fund utilization under each scheme and department, which are then consolidated into one report for the district

Manual

Reporting

Physical Progress reporting

Physical progress reports are made every month by line departments and lower PR tiers to review the extent of target achieved under each scheme and department, which are then consolidated into one report for final review

Manual

Line department officials and various review committees are made for review purposed. On the top of it executive committee chaired by president and DDO as member secretary is also constituted to review the overall progress

The process manual thus very slow and error prone

The frequency of reporting is low

People are spending more time in paperwork than field work

Implementation Execution of

plans After the plans are made and approved. According to guidelines, targets are set and

Manual DDO and line department officers are responsible for setting target and guiding

The staff spends much time in doing

In all tiers manpower shortage is



Gaps / Issues / Improvement opportunities Function Activity Description Mode Role and Responsibility IT Process People people are instructed on scheme/activities. Action plans are made and work starts.

staff on how to achieve that. Staff is responsible for achievement of target

things which are not in their job chart

experience

Release of funds

As per plans made initial funds are estimated and released to BP, GP departments to start. Later as when utilization is submitted further funds are released

Manual Accounts officer release funds to departments on advice of DDO

Process is manual, slow and lengthy

Collecting and collating BP/GP accounts

All bills that are submitted at lower tiers are consolidated into accounts and sent to district monthly.

Manual

Accountants in line department maintain their accounts and submit to accounts officer for final validation and sanctioning

Manual, on paper accounting is slow, complex, error prone & difficult to analyze

Validating and making payments

All bills claimed at district level are first checked and sanctioned by concerned line department officer then accounts officer validates and issues the payment to claimant.

Manual

Line department accountants validate initially and submit to accounts officer for final approval and payment

Process of cross checking voucher, bills and other details is manual and hence slow

Accounting

Keeping record of all transactions in proper heads

All the transaction and payment made are recorded by accounts officer and his staff under proper heads specified by government

Manual

Line department accountants maintain departmental accounts and final collation is done in central accounts office in ZP

Numerous head of accounting make it very complex and difficult to understand

Visiting field for monitoring the progress

District line department officials are responsible for monitoring the field progress of their respective schemes

Manual

District line department officials and staff direct BP /GP officials for field visits and they themselves also visit field for monitoring

Paper reports are not accessible to everyone i.e. not very transparent

Monitoring

Reviewing monthly reports

District line department officials review and collate the BP/GP reports and make

Manual Line department officers are responsible

Bulky paper reports are difficult to

Monthly frequency of monitoring is



Gaps / Issues / Improvement opportunities Function Activity Description Mode Role and Responsibility IT Process People district review reports compile and

analyze for any problem

not enough need for real time monitoring

Taking corrective actions

District line department officials along with DDO after monthly review decide on any corrective action (if needed)

Manual Line department officers and DDO

Common Functions

Information Dissemination

Generation of Awareness programs about the Services / Schemes etc.

Providing information to people about schemes/services using - Public announcements - Newspapers - Hoardings, Pamphlets - Giving information to individuals - Internet - Other public forums

Mostly Manual

All DP officers/staff are responsible for information dissemination and spreading awareness amongst citizens

The level of awareness is very low not only in citizens but also in officers and staff. Citizen are not aware of schedules of gram panchayat

The officers themselves are not fully aware of schemes, procedures and other details

All the rules and guidelines are not easily accessible to citizen.

Collecting Land tax for revenue department

Dy DDO (Revenue) and Revenue department officers maintain records and collect tax as per revenue formula

Manual

Collecting Taxes

Collecting education cess

Dy DDO (Revenue) and Revenue department officers maintain records and collect cess as per revenue formula

Manual

Generating own revenues

Collection of taxes like entertainment tax, water tax, tolls

These funds collected by DP make only a small fraction of total funds

Manual

Dy DDO (Revenue) Revenue Department officials

Collection process is manual

Process is manual and very difficult to keep track of. Results in low collection

Tax collection and maintaining records becomes the main task of talati

Record Management

File and Document Management

file management is numbering, storing and retrieving the information and documents in an orderly manner using file numbering according to pre defined coding system

Manual

All line department staff are responsible for document management of their department

Manual record management is slow, error-prone and not transparent



Gaps / Issues / Improvement opportunities Function Activity Description Mode Role and Responsibility IT Process People

Security of records

Proper security of physical and digital records from physical damage, hacking, theft etc

Manual All staff along with security staff, assistant programmer and operator

Paper records cannot be accessed easily and hence not transparent and not open for public scrutiny

Paper records are easy to manipulate without leaving any trail

Taking complaints of citizens

The process currently is using a handwritten or typed letter given to DDO/Dy DDO. There is also a suggestion/complaint drop box in every ZP for taking complaints of citizens

Manual DDO and line department heads are responsible for handling the complaints

Current process is highly inefficient and frustrating for citizen eroding his confidence from system

Process to file complaints online and categorizing them

Creating awareness in people to use such a system

Issuing notice to concerned authority to take appropriate action

This process is also manual complaints received are forwarded to concerned department for resolution

Manual

DDO and line department heads are responsible for raising the complaint to proper authority

No Automatic referral/flagging system to higher authority

In many cases file keeps on changing table without clear responsibility defined

Grievance Redressal

Timely reddressal of the same

This process is resolution of complaint and communication of the same to the citizen

Manual

After resolution the information goes through channels to the citizen depending on nature of complaint

Once complaint filed citizen has no way of knowing status of his application

Forms for correspondence

Departments use various forms and letters to communicate with other government officers

Paper

Office Memo To disseminated information office memos are used Paper

Fax Facility For inter office communication fax facility is used Fax

Correspondence / Communication with superior, colleagues and subordinates Notice, Circular,

Office Order To inform officers about some government orders Paper

DDO, Officials, Staff

Communication on paper is slow, costly. It can get lost and difficult to retrieve



Gaps / Issues / Improvement opportunities Function Activity Description Mode Role and Responsibility IT Process People Telephonic Communications To communicate one on one Teleph

one

Inventory / Asset Management

Inventory Register & Asset Register

All departments keep a register to keep track of assets under their purview. E.g. Roads, Bridges, School buildings, Anganwadis, PHCs, Equipments, PCs etc

Manual Line department heads and staff

A manual register is vulnerable to manipulation without leaving trails

It is difficult to manage such huge database on paper



2.2. Block Panchayat – PRI Internal Functions and Gaps Gaps / Issues / Improvement opportunities Function Activity Description Mode Role and

Responsibility IT Process People Primary Function

Making block plans

Block plans are made after consolidating all GP plans and taking inputs from all line departments. This is process is done once in year.

Manual

BP President (Chairman), TDO (Mem Secy), line department officials and elected members are part of planning committee Planning

Collating GP Plans

GP plans are collated before making block plan. All the blocks submit their plan after consolidating GP plans at their ends

Manual

TDO and all line department officials consolidate the GP plans

Planning is done manually

The process is often delayed

Financial Progress / Expenditure reporting

Financial progress reports are made every month by line departments and lower PR tiers to show the extent of fund utilization under each scheme and department, which are then consolidated into one report for the block

Manual

Reporting

Physical Progress reporting

Physical progress reports are made every month by line departments and lower PR tiers to review the extent of target achieved under each scheme and department, which are then consolidated into one report for final review

Manual

Line department officials and various review committees are made for review purpose. On the top of it executive committee chaired by president and TDO as member secretary is also constituted to review the overall progress

The process manual thus very slow and error prone

The frequency of reporting is low

People are spending more time in paperwork than field work

Execution of plans

After the plans are made and approved. According to guidelines, targets are set and people are instructed on scheme/activities. Action plans are made and work starts.

Manual

TDO and line department officers are responsible for setting target and guiding staff on how to achieve that. Staff is responsible for achievement of target

Implementation

Release of funds As per plans made initial funds are Manual Accounts officer The staff In all tiers



Gaps / Issues / Improvement opportunities Function Activity Description Mode Role and

Responsibility IT Process People estimated and released to line departments and GP to start the implementation. Later on as when utilization is submitted further funds are released

release funds to departments on advice of TDO

spends much time in doing things which are not in their job chart

manpower shortage is experience

Collecting and collating GP accounts

All bills that are submitted at lower tiers are consolidated into accounts and sent to district monthly.

Manual

Accountants in line departments maintain their accounts and submitted to accounts officer for final validation and sanctioning

Process is manual, slow and lengthy


All bills claimed at block level are first checked and sanctioned by concerned line department officer then accounts officer validates and issues the payment to claimant.

Manual Accents officer in block is responsible

Manual, on paper accounting is slow, complex, error prone & difficult to analyze

Accounting

Keeping record of all transactions in proper heads


Manual Accents officer in block is responsible

Process of cross checking voucher, bills and other details is manual and hence slow

Monitoring Visiting field for monitoring the progress

Block line department officials are responsible for monitoring the field progress of their respective schemes

Manual Block line department officials and staff direct GP officials for field visits and they themselves also visit




Responsibility IT Process People field for monitoring

Reviewing monthly reports

Block line department officials review and collate the GP reports and make block review reports

Manual Line department officers are responsible

Paper reports are not accessible to everyone i.e. is not very transparent


Block line department officials along with TDO after monthly review decide on any corrective action (if needed)

Manual Line department officers and TDO

Bulky paper reports are difficult to compile and analyze for any problem

Monthly frequency of monitoring is not enough need for real time monitoring

Common Functions




Mostly Manual

All BP officers/staff are responsible for information dissemination and spreading awareness amongst citizens

The level of awareness is very low not only in citizens but also in officers and staff. Citizen are not aware of schedules of gram panchayat Collection process is manual

The officers themselves are not fully aware of schemes, procedures and other details Process is manual and very difficult to keep track of. Results in low collection

All the rules and guidelines are not easily accessible to citizen. Tax collection and maintaining records becomes the main task of talati

Collecting Collecting Land tax ATDO and Revenue officers Manual Revenge Officer Collection Process Tax




Responsibility IT Process People for revenue department

maintain records and collect tax as per revenue formula Taxes Collecting education

cess ATDO and Revenue officers maintain records and collect cess Manual Revenge Officer


Collection of taxes like entertainment tax, tolls, forest produce tax etc

These funds make small fraction of BP funds Manual Revenge Officer

process is manual

is manual and very difficult to keep track of. Results in low collection

collection and maintaining records becomes the main task of officers

File and Document Management

file management is numbering, storing and retrieving the information and documents in an orderly manner using file numbering according to pre defined coding system

Manual

All line department staff are responsible for document management of their department

Manual record management is slow, error-prone and not transparent

Record Management

Security of records Proper security of physical and digital records from physical damage, hacking, theft etc

Manual

All staff along with security staff, assistant programmer and operator




The process currently is using a handwritten or typed letter given to TDO. There is also a suggestion/complaint drop box in every BP for taking complaints of citizens

Manual

TDO and line department heads are responsible for handling the complaints




Grievance Redressal



Manual TDO and line department heads are responsible for handling the complaints


In many cases file keeps on changing table without clear responsib




Responsibility IT Process People ility defined



Manual


Once complaint filed citizen has no way of knowing status of his application Communication on paper is slow, costly. It can get lost and difficult to retrieve

Forms for correspondence

Departments use various forms and letters to communicate with other government officers

Paper

Office Memo To disseminated information office memos are used Paper

Fax Facility For inter office communication fax facility is used Fax

Notice, Circular, Office Order

To inform officers about some government orders Paper

Correspondence / Communication with superior, colleagues and subordinates Telephonic

Communications To communicate one on one Telephone

TDO, Officials, Staff

Communication on paper is slow, costly. It can get lost and difficult to retrieve

Inventory / Asset Management

Inventory Register & Asset Register

All departments keep a register to keep track of assets under their purview. E.g. Roads, Bridges, School buildings, Anganwadis, PHCs, Equipments, PCs etc

Manual Line department heads and staff

A manual register is vulnerable to manipulation without leaving trails

It is difficult to manage such huge database on paper



2.3. Gram Panchayat – PRI Internal Functions and Gaps Gaps / Issues / Improvement opportunities Function Activity Description Mode Role and Responsibility IT Process People

Primary Functions

Planning

Making annual plans through committees constituted

The village gram sabha consisting of all elected members along with talati and all eligible villagers decides on developmental needs of village

Manual

Sarpanch, Elected Members, Talati and Members of various committees like education committee and village health and sanitation committee

Planning process is manual and very slow

Process lengthy and is often delayed

Reporting

Financial Progress / Expenditure reporting, Physical Progress reporting

A monthly report by Talati, Gramsevak, health workers, ANMs, ASHA, Anganwadi workers is made for respective departments mentioning physical and financial progress

Manual

Talati, Gramsevak, health workers, ANM, ASHA, Anganwadi workers are responsible for making respective reports

Data is recorded on paper, thus slow and delayed

Reports are sent upwards physically

Implementation

Execution of plans

After the plans are made and approved. According to guidelines, targets are set and people are instructed on scheme/activities. Action plans are made and work starts.

Manual

Talati, Gramsevak, health workers, ANM, ASHA, Anganwadi workers and other implementing agencies (e.g. road contractor) appointed are responsible

Processes are not standardized and staff often works beyond his usual job chart leading to inefficiency

Manpower shortage is experience with many sanctioned posts vacant


Generally GPs don't make any scheme related payments. Only payment of salaries, wages of labors, peons is done through GPs

Manual Talati

Manual accounting is slow, error-prone and complex

Accounting Keeping record

of all transactions in proper heads


Manual Talati, GP Assistant

Monitoring Visiting field for

monitoring the progress

Talati and other staff are responsible for monitoring the field progress of their respective schemes

Manual Talati, ANM, Anganwadi worker, ASHA, gram sewak, teachers, medical officers etc

No formal system to record all anomalies observed in

Actions plans made to rectify them are often



Gaps / Issues / Improvement opportunities Function Activity Description Mode Role and Responsibility IT Process People digital format for open scrutiny

delayed and not effective


Gram panchayat, sarpanch, talati and other officers after monthly review decide on any corrective action (if needed)

Manual Sarpanch, Talati, Elected members, other officials

Common Functions




Mostly Manual

Sarpanch, Talati, all GP staff are responsible for information dissemination and spreading awareness amongst citizens

The level of awareness is very low not only in citizens but also in officers and staff. Citizen are not aware of schedules of gram panchayat resulting into low turnout and less participation in decision making

The officers themselves are not fully aware of schemes, procedures and other details

All the rules and guidelines are not easily accessible to citizen. Thus giving rise to middlemen phenomena

Collecting Land tax for revenue department

Talati collects land tax on behalf of revenue department. Deposits the collection in banks and sends monthly reports

Manual Talati Collecting Taxes

Collecting education cess

Talati collects education cess on behalf of revenue department.

Manual Talati


Collection of taxes like Water tax, streetlight tax, sanitation tax, profession tax

These funds make a major chunk of GP resources. Levied in consultation with GP members

Manual Talati

Collection process is manual

Process is manual and very difficult to keep track of. Results in low collection

Tax collection and maintaining records becomes the main task of talati

Record Management File and

Document Management

file management is numbering, storing and retrieving the information and documents in an orderly

Manual All line department staff are responsible for document management of their department

Manual record management is slow, error-prone and not



Gaps / Issues / Improvement opportunities Function Activity Description Mode Role and Responsibility IT Process People manner using file numbering according to pre defined coding system

transparent

Security of records

Proper security of physical and digital records from physical damage, hacking, theft etc

Manual All staff along with security staff, assistant programmer and operator




The process currently is using a handwritten or typed letter given to Talati or Sarpanch. Complaints are also made verbally

Manual Talati, Sarpanch






Manual Talati, Sarpanch


In many cases file keeps on changing table without clear responsibility defined

Grievance Redressal



Manual


Once complaint filed citizen has no way of knowing status of his application Communication on paper is slow, costly. It can get lost and difficult to retrieve



3. IT Applications No. Name of the IT application Description Deployment Status

1 Plan Plus

� A decision making support tool for every Panchayat, municipality, the District Planning Committee and even for line departments

� Can be used in all Indian languages � Used for Decentralized planning � Tabulating all suggestions and requests from the people � Keeping track of all funds available for planning � Prioritize works from the suggestions received � To match peoples demands with the funds available

Only 6 Backward District - Only for BRGF Purpose

2 GRAM – Gujarat Rural Accounting Manual

GRAM is a uniform chart of accounting manual software in Gujarati language. It is a project for the Period 01.04.2007 to 31.03.2010 to enable data migration. The main objective of the GRAM is: � Preparation of Software – Web enabled for Accrual

Accounting at PRIs, enabling automation in report generation and consolidation

� Resources for Accrual Accounting of PRIs deployed by Project implementation Agency

� Enable accounting for all line departments by the Gram Panchayat

All District Panchayat All Block Panchayat All Gram Panchayat – Still in planning

3 GAM – Gujarat Asset Management

The GAM has the following objective: � ALL PRIs Fixed Assets Mapping & its Valuation. � Immovable Assets Photography & Mapping. � Mapping to Software and then be Web Published � Current Assets / Liabilities Mapping for last 4 Years from

01.04.2007 & its Valuation. � Preparation of Opening Balance of ALL PRI as on 01.04.2007

NA

4 eGRAM The eGRAM software is used to provide services like � Birth/Death Registration � Income certificate

All Gram Panchayat



No. Name of the IT application Description Deployment Status � Character Certificate � Income Certificate etc to villages

6 Vikas Path

Used for information dissemination about schemes. Status of NREGA works, IAY, SAY and other developmental works can be viewed and updated on this portal. Application and approval can also be sought on this portal

All Block Panchayat – still in implementation phase – Running in Junagarh

7 eDhara

NIC, Gujarat state has developed comprehensive software BhuLekh Soft to capture the day to day land record transactions taking place and implemented it at the Taluka levels. All 225 Taluka of the 25 districts in Gujarat are equipped with a server, clients, printers, Bio-Metrics Devices, etc and the transactions are done online

All District DM offices All Block EM offices

8 RoR@Village This services uses eDhara database to provide RoR services to citizen at village panchayat level All village panchayat

9 Jan Sewa Kendra Software This software is used to provide various services like income certificate, caste certificate, farmer certificate to citizen at block EM office

All Block EM offices

10 Gujarat Ration Card Computerization

This software is used to create computerized ration cards and also to maintain a database of all cards issued All Block EM offices

11 IOJan This software is used for Planning and Monitoring purposes in district collectorate for schemes under MPLAD, MLA Fund, State sponsored Schemes

All Block EM offices – still in implementation phase – Running in Junagarh

12 Live Stock Census This software is used for creating, maintaining and updating information on cattle population is state

All Block Panchayat

13 BPL Survey This software is used for creating, maintaining and updating information on below poverty line families in state

All Block Panchayat



4. Common Components

4.1. Form Availability Component

The Form availability component is an automated module of the PRI application. This component is the first point where the citizen/applicant accesses the PRI application to avail the services provided by PRI. This component has two types of accessibility either online or manual.

The citizen can apply through online application request for various services. The VCE may help the citizen to fill the application online. This would help the VCE to upload the application directly and eliminate the need to scan and upload applications. The citizen submits the application request along with supporting documents. The VCE scans the supporting documents and photograph (if required). Once the application request along with the supporting documents is submitted the Application Receipt Component follows.

To Be Process Map-Form Availability Component



Key Recommendations

� The application form should be available either online or in hardcopies at GP � VCE should be trained so as to enable an online process for any services delivered

Process Snapshot

Name of Component – Form Availability Component Process Owner Gram Panchayat Primary Actors Secondary Actors VCE. Citizen None Process Input Process Output Hard copy or soft copy of the application, necessitated documents Submission of the application form, necessitated documents Application and Databases Involved Automated Components, System Applications Form Availability Databases Application Database Documents Involved Format Application format Others Supporting documents

Process Narration

No. Activity / Component Channel Mode Responsibility Centre Expected Time (days)

Remarks

1. Citizen submits the application along with supporting documents either online or manually to the VCE (The VCE may help the citizen submit the application online)

GP

Online / Manual

Citizen NA

2. Citizen/VCE upload the supporting documents as per checklist

Website Online Citizen 1

3. The Application status becomes “Initiated” and is automatically updated in the Application database.

Website Online Automated System 1



No. Activity / Component Channel Mode Responsibility Centre Expected Time (days)

Remarks

Go to Step 8. 4. The citizen submits application &supporting

documents to the VCE manually, VCE verifies & checks for the adequacy of documents

GP Manual VCE 1

5. Enter details in the application database and scan & upload the supporting documents.

GP Manual Data Operator 1

6. The Application status becomes “Initiated” and is automatically updated in the Application database.

GP Online Automated System 1

7. Payment Receipt Component GP Online Automated System 1



4.2. Application Receipt Component

The Payment Receipt Component is the module of the PRI application that follows the application availability component. This component gets activated once the Application availability Component is executed. It entails uploading a completed application form along with scanned copies of the necessitated document and obtains an application acknowledgement slip.

To Be Process Map-Application Receipt Component



Key Recommendations

� A system generated acknowledgement slip be generated on submission of application along with necessitated documents � VCE should be trained so as to enable an online process for service delivery

To-Be Process Snapshot

Name of Component – Application Receipt Component

Process Owner Gram Panchayat

Primary Actors Secondary Actors VCE, Citizen None Process Input Process Output

Submission of the application form & necessitated documents Application-acknowledgement slip, Payment receipt component

Application and Databases Involved

Automated Components, System Applications Application Receipt

Databases Application Database

Documents Involved

Format Application form

Others Supporting documents



Process Narration

No. Activity / Component Channel Mode Responsibility Centre

Expected Time (days)

Remarks

1. Citizen submits the application with necessitated documents online/ manually to VCE.

VCE/Website

Online / Manual

Citizen 1

2. Submit application online and upload the supporting documents to receive system generated application-acknowledgement slip

Website Online Citizen / Automated system

1

3. Application status becomes “Initiated” and gets automatically updated in Application database. Go to Step 9.

Website Online Citizen 1

4. VCE verifies & checks adequacy of documents GP Manual

VCE 1

5. Enter application details in application database. Scan & upload supporting documents.

GP Manual

VCE 1

6. Submits application. GP Manual

Data Operator 1

7. System generates a unique Application Number (application-acknowledgement slip)

GP Online/ Manual

Automated system

1

8. The Application status becomes “Initiated” and such status automatically updated into the Application database.

GP Online/ Manual

Automated system

1

9. Payment Receipt Component GP Online Automated system



4.3. Payment Receipt Component

The Payment Receipt Component is an automated module of the PRI application. This component gets activated once the Application Receipt Component is executed. This component involves the receipt of cash from the citizen for availing the services of the PRI.

The fee is split into processing fee, certificate issue fee, etc as per the type of service availed by the citizen. Once the cash is received from the citizen, the data operator updates the application details with the payment details into the application database manually. Once the database is updated the system automatically updates the Account books of GP as per the fee received. The application status automatically gets updated to “Payment Received”. The cash receipt is automatically generated and provided to the citizen

To-Be Process Map – Application Receipt Component



Key Recommendations

� An automated cash receipt to be generated by the system once the application receipt component is completed. The same issued to the citizen once the citizen pays the fee.

Legal Changes � None

Process Snapshot Name of Component – Payment Receipt Component Process Owner Gram Panchayat Primary Actors Secondary Actors VCE, Citizen None Process Input Process Output Acknowledgement receipt, submission of application Cash Receipt Application and Databases Involved Automated Components, System Applications Payment Receipt Component Databases Application Database Documents Involved Format Cash Receipt Format

Process Narration

No. Activity / Component Channel Mode Responsibility Centre


Remarks

1. Receives cash from the citizen for availing the services GP Manual VCE 1 2. Update payment details into the auto generated cash

receipt in the application database manually GP Manual VCE 1

3. System auto updates the GP Account books GP Online System Automation 1 4. Enter payment received in the application database. GP Online VCE 1 5. Fill auto generated Cash receipt GP Online VCE 1 6. Print and provide cash receipt to citizen GP Manual VCE/ Citizen 1



4.4. Service Delivery Component This Component handles the delivery of the signed and valid deliverable to the citizen.

To Be Process Map –Delivery Component



Key Recommendations

� Digital signature be initiated to reduce paper work and auto-forwarding to the next verifying authority � Date of delivery may be mentioned on the acknowledgement / cash receipt slip � Standardization of certificate formats

Legal Changes

� NA

Process Snapshot Name of Component – Service Delivery Component Process Owner Gram Panchayat Primary Actors (PR Officials, Citizens, etc.) Secondary Actors VCE/Talati Verifying authorities of Line department Process Input Process Output Submission of application Certificate, cash receipt Databases Involved Databases Application Database

Process Narration

No. Activity Channel Mode Responsibility Centre


Remarks

1. VCE generates the certificate in a pre fed format in the system

GP Online VCE 1

2. VCE submits application, system auto-forwards the application for designated authority for validation & signature

GP Online VCE 1

3. Designated authority receives an alert for signing the certificate

GP/BP/DP Online Signing Authority 1

4. The certificate digitally is digitally signed GP Online VCE 1





Remarks

5. Receives an alert for receipt of signed certificate GP Online VCE 1 6. Prints the certificate GP Online VCE 1 7. Collect the certificate

GP Manual Citizen/VCE 1

8. Updates application status as “Closed” in the system

GP Online VCE 1

Escalation Matrix

For the activities highlighted in black:

Level 1 Level 2 Level 3 No. Activity Description

Responsibility

Center No. of Days Designation No. of Days Designatio

n No. of Days

Designation

2 VCE submits application, system auto-forwards the application for designated authority for validation & signature

VCE 1 Day since application status becomes “Signature Required”

VCE

4 Validating & Signing authority signs certificate digitally

Automated system

1 Day since application status becomes “Pending”

Depending on service to be delivered

1 Day since application status becomes “signed/verified level l



4.5. Rejection Component If an application is rejected, an appropriate reason and a document duly signed by the rejecting authority are provided to the applicant through this component.

To-Be Process Map – Rejection Component



Key Recommendations

� Rejection receipt be provided to the citizen

Process Snapshot

Name of Component – Rejection Component Process Owner Gram Panchayat/ Service- Line department Primary Actors Secondary Actors VCE, Citizen Signing authority Process Input Process Output Application submission Rejection Receipt Databases Involved Databases Application Database

Process Narration



Remarks

1. VCE submits application online to enable payment receipt component

GP Online VCE 1

2. Signing & approving authority receives new application verification alert

GP/BP/DP Online VCE 1

3. Verifies documents & application and rejects if not adequate

GP/BP/DP Online Verifying & signing authority

1

4. Check reason of rejection in the system generated checklist

GP/BP/DP Online Verifying & signing authority

1

5. Receive rejection alert GP Online Automated system 1 6. Print rejection receipt GP Online VCE 1 7. Provide rejection receipt GP Online /

Manual VCE/Citizen 1



Escalation Matrix

Escalation matrix required only for steps mentioned in table above in black. Level 1 Level 2 Level 3

No Activity Description Responsibility Center No. of

Days Designation No. of Days Designation No. of

Days Designation

1 The GP Data Entry Operator / CSC operator generates the Rejection Receipt and forwards it for his signature.

VCE 1 VCE

2 The verifying & signing authority signs the rejection receipt digitally

Verifying & signing authority

1 Talati/ TDO/ Mamlatdar / Dy. Mamlatdar



4.6. Approval Component

The Approval component follows after the verification component. The verifying authority upon carrying out substantiations/ authentications approves the application in order to enable delivery of certificate to the citizen.

To Be Process Map-Approval Component



Key Recommendations � Approval of any application/ certificate be carried out digitally in order to save the time involved in manual documentation and paperwork

Process Snapshot Name of Component – Approval Component Process Owner Authorizing and Signing authority Primary Actors Secondary Actors VCE, Authorizing & Signing authority None Process Input Process Output Application, necessitated documents Digital sign-off, Certificate Application and Databases Involved Automated Components, System Applications Approval Databases Application Database Documents Involved Format Certificate format, approval format Others Nil

Process Narration

No. Activity / Component Channel Mode Responsibility Centre Expected Time (days) Remarks

1 Citizen/VCE submits the application with the supporting documents in the s/w application Website Manual Citizen/ VCE 1

2 Auto-update of s/w application database to status “Initiated” Website Automatic Automated System 1

3 Application is scrutinized by Jan Seva Kendra Executive (if process necessitates) BP Manual Jan Seva Kendra

Executive 1

4 Auto alert for verification receive Depending on location of official Automatic Automated System 1

5 Scrutinize application/ supporting documents, conduct verification if require to check adequacy & authenticity

Depending on location of official Manual Authoring & Signing

authority Depending on service

6 Approve application-Digitally Sign off Depending on location of official Manual Authoring & Signing

authority 1



4.7. Verification Component Verification component follows once the Authoring and Signing official has received an auto-update for scrutiny of application. Verification may be required by single/ multiple stakeholders depending on the service. In case of multiple levels of verification the application shall be auto-escalated for the next level of verification. The verifying authority upon carrying out substantiations/ authentications may approve/ reject the application

To Be Process Map-Verification Component

Key Recommendations � Verification alert should be automated, i.e. once the application is submitted, an auto-verification alert be generated. Auto-verification

alert be generated for each level of verification � Verification by each level of stakeholder at each level for any application/ certificate be carried out digitally in order to save the time

involved in manual documentation and paperwork



Process Snapshot Name of Component – Verification Component Process Owner Authorizing and Signing authority Primary Actors Secondary Actors VCE, Authorizing & Signing authority at each level None Process Input Process Output Application, necessitated documents Digital sign-off Application and Databases Involved Automated Components, System Applications Verification component Databases Application Database Documents Involved Format Certificate format, approval format Others Nil

Process Narration

No Activity / Component Channel Mode Responsibility Centre Expected Time (days) Remarks

1 Citizen/VCE submits the application with the supporting documents in the s/w application database Website Manual Citizen/ VCE 1

2 Auto-update of s/w application database to status “Initiated” Website Automatic Automated System 1

3 Auto alert for verification receive Depending on location of official Automatic Automated System 1

4 Scrutinize application/ supporting documents, conduct verification if require to check adequacy & authenticity

Depending on location of official Manual Signing authority Varies

5 Approve/ Reject Application with comments duly mentioned in case of rejection

Depending on location of official Manual Signing authority 1

6 Receive auto alert for verification (next level of verification) Depending on location of official Automatic Automated System 1



4.8. Status Tracking Component The Status Tracking Component follows post the application submission (status initiated). Status tracking component enables the citizen to track the position of his/her application. The citizen can use the application number provided in the auto-generated acknowledgement slip provided by the VCE/ CSC operator to track the position/status of his/her application.

To Be Process Map- Status Tracking Component

Key Recommendations

� Auto-generated acknowledgement slip be provided for each application submission � Auto-generated acknowledgement slips have a serial number/ application number. Every single update on a particular application is

stored against that serial number/ application number.



Process Snapshot

Name of Component – Status Tracking Component Process Owner Gram Panchayat Primary Actors Secondary Actors Citizen VCE Process Input Process Output Application/ Serial Number Status update Application and Databases Involved Automated Components, System Applications Status Tracking application Databases Application Database Documents Involved Format Nil Others Nil

Process Narration

No Activity / Component Channel Mode Responsibility Centre Expected Time (days)

Remarks

1 Auto-update of s/w application database to status “Initiated”

Website Automatic Automated System 1

2 Print and provide acknowledgement slip to citizen GP Manual VCE 1

3 Enter application/serial number in s/w application database

GP Manual Citizen NA

4 Receive status update GP Automatic Automated System Immediate



4.9. Information Component The Information component entails receipt of information on enquiry by the citizen. The citizen may inquire about form availability, details of requisite supporting documents, number of days to receive the service etc. The citizen may acquire such information himself/ with the help from the VCE. Information sorted from the VCE may be provided on an immediate basis

To Be Process Map-Information Component



Key Recommendations

� Adequate service knowledge be provided to the VCE/ any individual who maybe a source of information to the citizen � Up-to-date online information for all citizen services

Process Snapshot

Name of Component Information Component Process Owner Primary Actors Secondary Actors Citizen VCE/ any individual who maybe the point of information, Process Input Process Output Information Request Details of information sought Application and Databases Involved Automated Components, System Applications Nil Databases Information Database Documents Involved Format Nil Others Nil

Process Narration

No Activity / Component Channel Mode Responsibility Centre


Remarks

1 Citizen seeks information himself Website Manual Citizen NA 2 Search information desired Website Manual Citizen NA 3 System generates search result Website Automated Automatic 1min

4 If information not adequate request information from VCE

GP Manual Citizen NA

5 Receive request for information GP Manual VCE Less than 1 day 6 Search in s/w application GP Manual VCE Less than 1 day



No Activity / Component Channel Mode Responsibility Centre


Remarks

7 System generates search result GP Automated Automatic Less than 1 day 8 If information is request provide to citizen GP Manual VCE Less than 1 day

9 If information not adequate then send request for information

GP Manual VCE Less than 1 day

10 Receive request for information Depending on authority location

Automated Automatic Less than 1 day

11 Collect required information Depending on authority location

Manual Line department /concerned official

Depending in information

12 Upload & send information Depending on authority location

Manual Line department /concerned official

Less than 1 day

13 Receive information and provide to citizen GP Automated /Manual

VCE Less than 1 day

14 Receive information GP Manual Citizen NA



5. As-Is Delivery Processes, Gaps & To-Be Processes

5.1. Application & Issuance of Birth Certificate Birth certificate is a multi-purpose document required for obtaining bank loans, higher education, age-specific benefits, scholarships etc. The birth certificate is delivered at the Gram Level via eGram with help of the village level entrepreneur. It is approved and signed by the Talati.

Process Snapshot

Name of Service - Application & Issuance of Birth Certificate Process Owner Gram Panchayat Primary Actors Secondary Actors Citizen, Village Computer Entrepreneur (VCE), Talati Doctor-Hospital Process Input Process Output Application form, Transaction Charge / Cost, Doctor credential Birth certificate, Cash Receipt, Monthly Birth Report Service Delivery Time Prescribed delivery time (if any): NA Actual delivery time: Immediate Documents Involved Registers Birth Register, Monthly birth report Format Birth Certificate Pro’ forma available on eGram Legal documents (if service is mandated) NA Others Doctors credential incase of child-delivery at hospital



Process Narration

Improvement Opportunities Step Activity Channel Documents involved

Mode Responsibility Gaps / Issues Technology Process People

1 Citizen collects credentials from the doctor in case of child delivery in the hospital

Hospital Doctors-Credential

Manual Doctor The doctor’s credential is manual. There is not set format of the credential and maybe written on a plain piece of paper.

The alternative of computerizing doctors credential maybe explored. The births data of the hospitals maybe networked to the concerned eGram birth register of each Gram, which shall enable automatic updation of eGram birth register

A format /proforma for doctors credential maybe introduced

2 Citizen provides the Village computer entrepreneur (VCE) verbal details in case of delivery at home and doctor credential for child-delivery at hospital

Gram Panchayat office-eGRAM

Doctor’s Credentials

Manual Citizen Nil

3 VCE fills details in the Birth Register

Gram Panchayat office- eGRAM

Birth Register

Online (Births post 1999) Manual(Births before 1999)

VCE Manual data available for births before 1999. Birth certificates are manually provided

Births before 1999 be made available online

Birth certificates before 1999 maybe processed online

4 VCE fills details in the birth certificate pro’ forma and prints


Birth Certificate pro’ forma

Online (Births post 1999)

VCE Birth Register and Birth certificate are on a stand-alone

The birth register and birth certificate pro’ forma may be





Manual(Births before 1999)

basis. After entering details in the Birth Register, data entry needs to be made again to enable Birth certificate provisioning to the citizen

networked.

5 VCE collects Rs. 10 from the citizen


Cash receipt

Manual VCE Nil

6 Talati signs the birth certificate pro’ forma

GP Office Birth Certificate

Manual Talati Nil The option of introducing bio-metrics/ digital signature may be explored

7 Citizen collects the birth certificate and cash receipt

GP Office Birth Certificate

Manual Citizen Nil

8 Talati prepares signs and sends monthly birth report to the BHO

GP Office Monthly Birth Report

Manual Talati The talati generates a monthly birth report separately. The eGRAM birth register is not equipped to generate a auto-report on a monthly basis

A monthly auto-report maybe generated by the system and automatically sent to the BHO. Digital sign-off by the Talati may be considered



As-Is Process Map – Application and Issuance of Birth Certificate

Application & Issuance of Birth CertificateH

ospi

tal (

GP

/B

P)

Tala

ti (G

P)

Villa

ge

Com

pute

r En

trepr

eneu

r-V

CE

(GP)

Citi

zen

Birth Certificate Output from GP

Doctor credential (manual) Output

from hospital

Delivery at hospital

Place of Delivery of child?

Collects Credential

Collects birth certificate & cash receipt

Verbal information Input from Citizen’s

family member

Start Delivery at home

Doctors credential Input from Citizen

Talati signs and issues birth certificate

VCE fills application form. Enters data in eGram portal. Prints death certificate pro’ forma. Collects

Rs. 10 from the citizen

Monthly Birth report Output from GP

Stop

Prepares, signs & sends monthly birth report to Block Health Officer

Give credential to

citizen

Enter details in the manual

register

Stop

Pay Rs.10



To-Be Process Map – Application & Issuance of Birth Certificate



Pre- Requisites / Dependencies

� Database of all births in hospital updated from hospital itself on health department database

Key Recommendations & Impact

O1 – Transparency & Accountability O2 – Improved Decision Making O3 – Improved Service Delivery to Citizens O4 – Internal Process Improvement (PRIs) O5 – Convenience to Govt. Employees

Table below depict recommendations to address the gaps identified and impact of each on the objectives as listed

Objectives Recommendations O1 O2 O3 O4 O5

Process 1. Hospital birth records updated directly by medical officers to be accessible by other department P P P 2.

People 1. Talati signing the certificate digitally P P P 2. Doctor/MO entering data at hospital directly instead of sending report to Talati or BHO P P

Technology 1. MIS based reporting can significantly improve the timely availability of data to the stakeholders. P P P P P 2.

Legal Changes

� None




Name of Service – Application & Issuance of Birth Certificate Process Owner Gram Panchayat Primary Actors Secondary Actors Citizen, VCE, Talati Doctor or Medical Officer Process Input Process Output Application, Transaction Charge Birth certificate Service Delivery Time Maximum 5 Days Application and Databases Involved Automated Components, systems, applications eGRAM Portal Databases Family Database, Birth Database Documents Involved Registers Parivar Register, etc Format Application format, Birth Certificate, Payment Receipt, Legal documents (if service is mandated) Others

To-Be Process Narration


Expected Time – Days

Elapsed Time – Days

1 Obtain form Alternative: The form may be provided online or through other government offices / CSCs or photocopy shops around

GP Manual Applicant NA NA

2 Fill the application form GP Manual Applicant NA NA 3 Check form, details, seek clarifications (if any) and enter

data in S/W application GP Manual VCE 1 1

4 Verify birth details (in case birth is in hospital) GP Automated VCE 1 1






5 Forward the application to talati GP Automated VCE 1 1 6 Scrutinize and verify (if need felt) GP Automated Talati 1 2 7 Prepare a field verification (if need felt) GP Manual Talati 2 4 8 Reject (if verification fails) GP Automated Talati 1 5 9 Accept, approve and sign off GP Automated Talati 1 5 10 Print the certificate and collect payment GP Automated VCE 1 5 11 Collect Certificate/Know reason for rejection GP Manual Applicant 1 5

Escalation Matrix

Escalation matrix required only for steps mentioned in table above in black.

Level 1 Level 2 No Activity Description Responsibility Center Days Designation Days Designation

4 VCE verifies birth details in health database in case of hospital birth

VCE 1 Day Talati 1 Day Block Health Officer



5.2. Application & Issuance of Death Certificate Death certificate is a multi-purpose document required for division of property, acquisition of land, to obtain insurance claim, obtain a widow certificate etc. The death certificate is delivered at the Gram Level via eGram with help of the village level entrepreneur. The talati is deemed as an official registrar for birth death and marriage and approves and signs the death certificate

Process Snapshot

Name of Service - Application & Issuance of Death Certificate Process Owner Gram Panchayat Primary Actors (PR Officials, Citizens, etc.) Secondary Actors Citizen, Village Computer Entrepreneur (VCE), Talati Doctor-Hospital Process Input Process Output Application form Transaction Charge / Cost Supporting document-Doctor credential

Death certificate Cash Receipt Monthly Death Report

Service Delivery Time Prescribed delivery time (if any): NA Actual delivery time: Immediate Documents Involved Registers Death Register, Monthly Death report Format Death Certificate Pro’ forma available on eGram Legal documents (if service is mandated) NA Others Doctors credential incase of death at hospital



Process Narration



1 Citizen collects credentials from the doctor in case of death in the hospital

Hospital Doctors-Credential

Manual Doctor The doctor’s credential is manual. There is no set format of the credential and maybe written on a plain piece of paper.

The death data of the hospitals maybe networked to the concerned eGram death register for each Gram. This shall enable automatic updation of eGram death register

A format/pro’ forma for doctors credential maybe introduced

Citizen provides the Village computer entrepreneur (VCE) verbal details in case of death at home and doctor credential for death in hospital

Gram Panchayat office-eGRAM

Doctor’s Credentials

Manual Citizen Nil

VCE fills details in the Death Register


Death Register

Online (Death post 1999) Manual(Deaths before 1999)

VCE Manual data available for death before 1999. Death certificates are manually provided

Births before 1999 be made available online

Death certificates before 1999 maybe processed online

VCE fills details in the death certificate pro’ forma and prints


Death Certificate pro’ forma

Online (Death post 1999) Manual(Death

VCE Death Register and Death certificate are on a stand-alone basis. After entering

The death register and death certificate pro’ forma may be networked.





before 1999)

details in the Death Register, data entry needs to be made again to enable Death certificate provisioning to the citizen

VCE collects Rs. 10 from the citizen


Cash receipt

Manual VCE Nil

Talati signs the Death certificate pro’ forma

GP Office Death Certificate pro’ forma

Manual Talati Nil The option of introducing bio-metrics/ digital signature may be explored

Citizen collects the Death certificate and cash receipt

GP Office Death Certificate

Manual Citizen Nil

Talati prepares signs and sends monthly death report to the BHO

GP Office Monthly Death Report

Manual Talati The talati generates a monthly death report separately. The eGRAM birth register is not equipped to generate a auto-report on a monthly basis

A monthly auto-report maybe generated by the system and networked to the BHO’s system. Digital sign-off by the Talati may be considered



Process Map – Application and Issuance of Death Certificate

Application and Issuance of Death CertificateH

ospi

tal (

GP/

BP)

Tala

ti (G

P)Vi

llage

C

ompu

ter

Entre

pren

eur-

VC

E (G

P)

Citi

zen

VCE fills application form. Enters data in eGram portal. Prints death certificate pro’ forma. Collects

Rs. 10 from the citizen

Death Certificate Output from GP

Place of Death?

Doctors credential Input from Citizen

Start

Monthly Death report Output from

GP

Death at hospital Doctor credential

(manual) Output from hospital

Talati signs and issues death certificate

Collects death certificate & cash

receiptDeath at home

Collects Credential

Verbal information Input from Citizen

Prepares, signs & sends monthly death report to

Block Health Officer

Stop

Provide credential to

citizen

Enter death details in manual

register

Pay Rs.10

Stop



To-Be Process Map – Application & Issuance of Death Certificate




� Database of all deaths in hospital updated from hospital itself on health department database





Process 3. Hospital death records updated directly by medical officers to be accessible by other department P P P 4.

People 3. Talati signing the certificate digitally P P P 4. Doctor/MO entering data at hospital directly instead of sending report to Talati or BHO P P

Technology 3. MIS based reporting can significantly improve the timely availability of data to the stakeholders. P P P P P 4.

Legal Changes

� None




Name of Service – Application & Issuance of Death Certificate Process Owner Gram Panchayat Primary Actors Secondary Actors Citizen, VCE, Talati Doctor or Medical Officer Process Input Process Output Application, Transaction Charge Death certificate Service Delivery Time Maximum 5 Days Application and Databases Involved Automated Components, systems, applications eGRAM Portal Databases Family Database, Death Database Documents Involved Registers Parivar Register, etc Format Application format, Death Certificate, Payment Receipt, Legal documents (if service is mandated) Others





1 Obtain form Alternative: The form may be provided online or through other government offices / CSCs or photocopy shops around


2 Fill the application form GP Manual Applicant NA NA 3 Check form, details, seek clarifications (if any) and enter

data in S/W application GP Manual VCE 1 1

4 Verify Death details (in case birth is in hospital) GP Automated VCE 1 1






5 Forward the application to talati GP Automated VCE 1 1 6 Scrutinize and verify (if need felt) GP Automated Talati 1 2 7 Prepare a field verification (if need felt) GP Manual Talati 2 4 8 Reject (if verification fails) GP Automated Talati 1 5 9 Accept, approve and sign off GP Automated Talati 1 5 10 Print the certificate and collect payment GP Automated VCE 1 5 11 Collect Certificate/Know reason for rejection GP Manual Applicant 1 5

Escalation Matrix



4 VCE verifies death details in health database in case of hospital death

VCE 1 Day Talati 1 Day Block Health Officer



5.3. Disease Control Program in Rural Areas The disease control program is a prevention program to insure that villages in the state are disease free. This program entails diagnosing and curing a disease at its primary stage so as to prevent it from becoming an epidemic.

Process Snapshot

Name of Service - Disease Control Program in Rural Areas Process Owner

Department of Health and Family Welfare

Primary Actors (PR Officials, Citizens, etc.) Secondary Actors

Citizen, Multi-Purpose health worker Primary Health center, Block health officer

Process Input Process Output Verbal communication by citizen, Sample (blood/urine/sputum) collected Weekly report

Service Delivery Time

Prescribed delivery time (if any): Bi-monthly per village Actual delivery time: Survey is conducted on a bi-monthly basis for each village

Documents Involved

Registers Survey Register

Format Format for each diseases (like malaria/TB) etc is available separately, Sample collection format, Lab Report

Legal documents (if service is mandated) NA

Others Weekly Report



Process Narration


Mode Responsibility

Gaps / Issues Technology Process People

1 Multipurpose health worker (MPHW) conduct bi-monthly survey of each household in the respective assigned villages

Door-door in the village

Survey register

Manual MPHW The Family register is manual thus leads to addition to the quantum of data.

The option of introducing PDA to conduct bi-monthly survey

2 Citizen provided verbally details of any physical suffering and MPHW records the details for all members in the household in the Family register


Family register

Manual MPHW Technology: Family register is manual. Process: There is no mode to ascertain if survey was conducted in each household in the village

The option of introducing PDA to conduct the bi-monthly survey maybe explored. This would help in data capturing at a single point and usage of the data by all stakeholders at all levels

A citizen confirmation maybe taken on the survey form. Else a summary of survey book (with an unique patient number for each member)maybe maintained at each household on which MPHW signature maybe ascertained

MPHW diagnose possible illness based on information provided by the


Form for each disease like malaria/TB etc

Manual MPHW The individual-disease form are filled manually on sheets of

Introducing of PDA to record each “possible- disease” form maybe




Mode Responsibility


family member papers considered. This would enable single-data-capturing-punching point

MPHW provides preliminary treatment based on information provided


Nil Manual MPHW Nil

MPHW collects sample (blood/urine/sputum) for lab testing


Nil Manual MPHW Nil

The sample collected is provided at the primary health center (PHC)

Gram level-PHC

Form for each disease like malaria/TB etc

Manual MPHW Nil

Lab tests are carried out and results ascertained at the PHC

Gram level-PHC

Lab test report

Manual Lab technician Manual mode of lab test reports

Lab test reports be computerized & maintained as per the unique patient code for each member in each household and be used for future references

MPHW provides illness-specific medicines to the citizen on positive diagnose


Lab test report

Manual MPHW There is no means to ensure the receipt of medicines by the citizen

A summary of survey book (with an unique patient number for each member) along with a medicine column




Mode Responsibility


maybe maintained at each household on which MPHW signature maybe ascertained

Weekly report, which is a summation of all household survey is prepared at the PHC and sent to the block health officer(BHO)

Gram level-PHC

Weekly Report

Manual PHC-Doctor The report is manually prepared

The report maybe computerized so as to enable scrutiny at all levels above the PHC simultaneously without loss of time

BHO received the weekly report from the PHC and scrutinizes and checks for any alarm

Block Panchayat

Weekly Report

Manual BHO The weekly report is manually maintained

The weekly report be computerized an networked so as to enable view of the same by all stakeholders at all level at the same time



Process Map –Disease Control Program in Rural Areas

Disease control programme in rural areasP

rimar

y he

alth

ce

nter

-PH

C

(GP

)

Mul

ti pu

rpos

e he

alth

wor

ker-

MPH

W (G

P)

Blo

ck h

ealth

of

ficer

-BH

O

(BP)

Citi

zen

StartConduct bi-monthly survey-each village-

each household

Give detail of any discomfort/physical

suffering

Enter details in register

Verbal communication-input for MPHW

Provide preliminary medicine/treatment

Collect sample for lab testing( blood/

urine/ sputum)

Diagnose possible illness

Receive primary treatment/medicine

Receive sample

Sample for lab testing-input from

MPHW

Carry out lab tests & ascertain result

Collect lab report

Lab test report-output from PHC

Receive specific medication/treatment

as per the report

Prepare weekly report

Scrutinize weekly report & check for

any alarm

Take appropriate preventive measures

Stop

Stop

Stop



To-Be Process Map – Disease Control Program in Rural Areas




� Centralized Database at the DP Level having integration with the down-the line Applications (PDA/PHC/BHO) � Collation of existing Household (Number of household and total number of members in each household) Data from all the Gram

Panchayat





Process 5. Automation of the process enabling real time information flow P P P P 6.

People 5. MPHW use PDA to conduct bi-monthly household survey P P P 6. PHC’s enter data directly into the weekly report S/W to enable one time data transmission to all

stakeholders at all levels P P

Technology 5. Networking of the PDA, PHC, BHO, CHDO systems to enable timely MIS based reporting P P P P P 6. Auto generation of necessitated reports etc will eliminate the time & energy spent in collating data at

each level P P P P P

Legal Changes

� None




Name of service – Disease Control Program in rural area Process Owner Gram Panchayat Primary Actors Secondary Actors Citizen, VCE, Talati Doctor or Medical Officer Process Input Process Output Details of discomfort /physical suffering Medication & treatment to citizen, weekly report Service Delivery Time Maximum 5 Days from the date of bi-monthly survey Application and Databases Involved Automated Components, Personal Digital Assistant , applications Bi-monthly survey application, weekly report application Databases Household database Documents Involved Registers Nil

Format Individual disease format, bi-monthly survey format, weekly report format

Legal documents (if service is mandated) Nil Others Nil





1 Conduct bi-monthly survey in all households GP Manual MPHW bi-monthly bi-monthly 2 Provide details of discomfort/physical suffering GP Manual Citizen NA NA 3 Enter details in the bi-monthly survey report on the PDA GP Automated MPPHW Immediate Immediate 4 Diagnose possible illness GP Manual MPHW Immediate Immediate 5 Provide preliminary medicine/treatment GP Manual MPHW Immediate Immediate 6 Collect sample(urine/blood sputum) for lab test GP Manual MPHW 1 1






7 Receive sample and conduct lab test GP Manual PHC 2 2 8 Enter details in weekly report s/w application GP Automated PHC 1 NA 9 Collect lab test report and appropriate medication GP Manual MPHW 3 5 10 Provide medication/ treatment GP Manual MPHW 1 3 11 Scrutinize weekly report GP Manual BHO 1 5 12 Take necessary preventive measure in case of alarm GP Manual BHO 1 1

Escalation Matrix



8 PHC informs BHO in case of any alarm PHC 1 BHO 1

12 BHO informs CDHO in case of a possible epidemics

BHO Immediate CDHO



5.4. Application & Issuance of Tax Payment Certificate Tax Payment Certificate is a proof of timely and adequate tax payment by the citizen. It enables the citizen in internal borrowing in the community/village and can also be provided to the bank as an additional document to strengthen loan requirement case. The Tax Payment Certificate is issued by the Talati at the Gram Panchayat house and can be collected at any time as per the citizen’s convenience.

Process Snapshot

Name of Service - Application & Issuance of Tax Payment Certificate Process Owner

Gram Panchayat

Primary Actors Secondary Actors

Citizen, Talati, VCE NA

Process Input Process Output

Mangani /Demand book Cash receipt


Prescribed delivery time (if any): Immediate Actual delivery time: Immediate

Documents Involved

Registers Mangani/ Demand book

Format

Legal documents (if service is mandated)

Others

Process Narration Improvement Opportunities Ste

p Activity Channel Documen

ts involved

Mode Responsibility


1 Citizen approaches the talati for tax payment

Gram Panchayat Office

Nil Physical

Citizen Nil

2 Talati checks the Mangani/Demand

Gram Panchayat

Demand book

Manual Talati The Mangani/ Demand book is

The Mangani/ demand book maybe computerized.

The talati may be trained to



Improvement Opportunities Step

Activity Channel Documents involved

Mode Responsibility


book to ascertain the amount of tax to be collected by the individual

office manually maintained.

Or a software for tax collection maybe developed

be equipped to carry out computerized tax collection activities

3 Talati informs tax amount payable

Gram Panchayat office

Nil Verbal Talati The payable tax amount can be determined by the citizen only via talati.

Online determination of payable tax amount with the help of kiosk(self) or eGRAM(VCE) maybe explored

VCE be trained to check payable tax amount

4 Citizen pays the tax in whole/ part

Gram Panchayat Office

Nil Manual Citizen Nil

5 Talati fills the triplet cash receipt and updates Mangani/ Demand book


Cash Receipt/ Updated Mangani/ Demand book

Manual Talati Manual cash receipt and manual updation of the demand book

Computerizing of the tax payment and collection system would enable automated generation of cash receipt and auto-updation of the Mangani/ Demand book

6 The citizen collects cash receipt


Cash receipt

Manual Citizen Nil

7 Talati files a copy of the cash receipt


Cash receipt file

Manual Citizen The cash receipts are physically filed and maintained

Automation of the tax payment and collection process would enable auto-updation and maintenance of multiple copies of the same set of receipt

8 Talati prepares a certificate on the basis of that and delivers to citizen

GP Certificate Proforma

Manual Talati



Process Map – Application & Issuance of Tax Payment Certificate

Application & Issuance of Tax Payment CertificateTa

lati(

GP)

Citi

zen

Scrutinize Mangani/

Demand book

Stop

Update Mangani/

demand book

Start

File copy of cash receipt

Approach for tax payment Pay tax amount &

collect cash receipt

Ascertain tax amount to be collected & inform the citizen

Receive amount & provide cash receipt Stop

Prepares a certificate &

delivers to citizen



To-Be Process Map – Application & Issuance of Tax Payment Certificate

Application & Issuance Tax Payment Certificate

To Be Process MapTa

lati

VC

EC

itize

n

Y

N

N

Y

Application Receipt Component

Approval Component

Stop

Uploads info. in S/W Application

Uploads application in S/W Application

Additional Verification

Prints certificate

Is balance pending for applicant?

Checks in the S/W Application database

Information Component

Payment Component

Status Tracking Component

Rejection Component

Receives certificate

Verification OK?

Start

Verification Component

Delivery Component

Recieves reason for non-issuance

Y

Collects payment, updates database and

uploads application

Receives alert for verification

Verification Component

Tax payment receipt

Verification OK? N

Payment Component




� Payee Database with payment history and other related details





Process 1. VCE can collect payment on behalf of talati and updates the database accordingly P P P 2. Talati is signing the certificate digitally after verifying the zero balance online P P P P 3. The demand database is created by revenue department and directly updated in portal and

everyone can access it P P P P P

People 1. Talati signing the certificate digitally P P P 2. The demand book is updates by revenue department P P

Technology 1. Collection reports are generated automatically and can be accessed anytime by all stakeholders P P P P P 2.

Legal Changes

� None




Name of Service – Application & Issuance of Tax Payment Certificate Process Owner Gram Panchayat Primary Actors Secondary Actors Citizen, VCE, Talati Revenue Department Process Input Process Output Application, Transaction Charge, Demand Book Tax Payment Certificate Service Delivery Time Immediate Application and Databases Involved Automated Components, systems, applications eGRAM Portal, Databases Payee Database, Payment History Documents Involved Registers Demand Book, etc Format Tax Payment Certificate, Payment Receipt, Legal documents (if service is mandated) Others





1 Applicant goes to VCE for Tax Payment Certificate GP Manual Applicant NA NA 2 VCE opens applicant’s account, verifies balance amount

(if any) GP Automated VCE NA NA

3 Collects balance amount GP Automated VCE 1 1 4 Uploads the application in S/W and forwards it to Talati GP Automated VCE 1 1 5 Talati verifies that no amount is pending GP Automated Talati 1 1 6 Approves the certificate (if OK) GP Automated Talati 1 1






7 Demand for receipts for past payments (if not satisfied) GP Automated Talati 1 1 8 Present past receipts for verification GP Manual Applicant 1 2 9 Approve the certificate (if verification is OK) GP Automated Talati 1 2 10 Reject the certificate (If verification fails) GP Automated Talati 1 2 11 Prints the digitally signed certificate GP Automated VCE 1 2 12 Delivers the certificate GP Automated VCE 1 2 13 Collect the certificate and pay for service GP Manual Applicant 1 2 14 Collect Certificate/Know reason for rejection GP Manual Applicant 1 2

Escalation Matrix



2 VCE verifies the balance amount if any VCE 1 Talati 5 Revenue Officer (Block)



5.5. Electricity Bill Payment - Banaskantha Electricity bill is a basis utility bill that each citizen using electrical power in any form has to pay to the Gujarat State Electrical Board (GSEB)

Process Snapshot Name of Service - Electricity Bill Payment – Banaskantha Process Owner

Gram Panchayat


Citizen, VCE Bank, GSEB


Electricity bill Payment cash receipt



Documents Involved

Registers Collection register maintained by VCE

Format GSEB electricity bill payment format on eGRAM

Legal documents (if service is mandated) Nil

Others Nil

Process Narration Improvement Opportunities Step Activity Channel Documents

involved Mode Responsibilit

y Gaps / Issues Technology Process People

1 Citizen approaches the VCE with a copy of the electricity bill


Electricity bill

Manual Citizen Nil

2 VCE checks bill details & amount due. Enters the data into the GSEB software available on eGRAM


GSEB software

Online VCE Nil




Mode Responsibility


3 Citizen pays and VCE collects amount due


Nil Manual Citizen/VCE Nil

4 VCE okays the data entered in the GSEB software to generated an auto-cash-receipt


Nil Online VCE Nil

5 Provided cash receipt to the citizen


Cash receipt

Online VCE Nil

Process Map –Electricity Bill Payment - Banaskantha

Electricity bill payment-Lakhni-Banaskantha

Bank

Vill

age

Com

pute

r En

trepr

eneu

r (V

CE

) GP

Citi

zen

Check bill detail & amount-due

Electricity bill Input document for VCE

Start

Deposit monthly collection in bank

Enter data into Gujarat State electricity board

software

Collect cash receipt

Print receiptCollect bill amount due

Accept payment

StopPay bill amount due to VCE

Stop

Cash receipt for paid amount-output

from VCE



5.6. Electricity Bill Payment - Dahod Electricity bill is a basis utility bill that each citizen using electrical power in any form has to pay to the Gujarat State Electrical Board (GSEB)

Process Snapshot

Name of Service – Electricity Bill Payment – Dahod

Process Owner

Gujarat State Electricity Board (GSEB)


Citizen GSEB, Post Office


Electricity bill Payment cash receipt



Documents Involved

Registers Consumer Database and Payment History

Format Nil


Others Nil

Process Narration



1 Citizen chooses the nearest payment center (GSEB collection center/Post office) *payment post due date can be made only at

PO-Gram Panchayat GSEB collection center-Block level

Electricity bill

Manual Citizen PO/GSEN collection centers are not easily accessible. Further transportation facilities are not available, thus

Collaboration with the GSEB to enable bill payments via eGRAM in the GP office *process followed in Lakhni-Banaskantha





GSEB collection centers

making electricity bill payment becomes an entire day, time consuming task

may be considered for implementation in all the Gram Panchayat in Gujarat

2 Bill details are checked by the officer at the post office/GSEB collection center


Electricity bill

Manual PO officer/ GSEB collection center officer

Nil

3 Citizen pays the due amount


Nil Manual PO officer/ GSEB collection center officer

Nil

4 PO officer/ GSEB collection center officer provide cash receipt


Cash Receipt

Manual/Online

PO officer/ GSEB collection center officer

Nil



Process Map –Electricity bill Payment - Dahod

Electricity Bill Payment – DahodG

ujar

at S

tate

El

ectri

city

Bo

ard

(GS

EB)

colle

ctio

n ce

nter

Post

Offi

ce

(PO

)C

itize

n

Payment at GSEB collection center

Payment electricity bill

at?

Collect amount due as per the billPayment at PO Check bill details

Check bill details

Electricity bill Input document for PO

Start

Collect amount due as per the bill from citizen

StopReceive receipt for paid amount

Electricity bill Input document for PO

Pay bill amount

Cash receipt-output from GSEB center

Cash receipt-output PO



To-Be Process Map – Electricity Bill Payment (for Dahod & Banaskantha)

Exte

rnal

Act

or-B

ank

Villa

ge C

ompu

ter

Entr

epre

neur

-VC

E (G

P)

Citi

zen




� GSEB s/w application database be linked with the eGram portal � Please note that although As-Is maps for Dahod and Banaskantha are different, the To-Be process suggested is same for both

Key Recommendations & Impact (The process followed in Lakhni gram of Banaskantha district be adopted)




Process 1. Electricity bill payment at GP P P P People 2. VCE enters details in the GSEB s/w P P P P Technology 3. S/w application of eGram and GSEB are networked to enable the process P P P P P

Legal Changes

� None




Name of Service – Electricity Bill Payment Process Owner Gram Panchayat Primary Actors (PR Officials, Citizens, etc.) Secondary Actors Citizen, VCE Bank, GSEB Process Input Process Output Electricity bill Payment cash receipt Service Delivery Time Prescribed delivery time (if any): Immediate Actual delivery time: Immediate Documents Involved Registers Collection register maintained by VCE Format GSEB electricity bill payment format on eGRAM Legal documents (if service is mandated) Nil Others Nil





1 Approach VCE to make bill payment GP Manual Citizen NA NA 2 Check bill details and due amount GP Manual VCE Immediate Immediate 3 Enter details in GSEB s/w GP Automated VCE Immediate Immediate 4 Collect due amount GP Manual VCE Immediate Immediate 5 Print receipt from s/w GP Automated VCE Immediate Immediate 6 Collect receipt GP Manual Citizen Immediate Immediate 7 Deposit Monthly collection in bank and collect deposit receipt GP Manual VCE 30 30 8 Accept payment. Print & provide deposit receipt GP Manual Bank Immediate Immediate

Escalation Matrix - NA



5.7. Enrollment of Student in Primary Education Sarva Siksha Abhiyan is one of the most crucial efforts of the central government. The government of India aims at providing free and compulsory primary education to all the children in India, thus enrollment of students in primary education is an important step towards achieving the same. Primary education in Gujarat is considered from class one until class seventh. A yearly survey is conducted, by the primary school teachers, in all villages by, dividing each village into various region/ zones. The survey is carried out to ascertain the number of student to be enrolled in primary education and to motivate parents to enroll their wards in the primary schools. On-the-spot registration and admission of wards into primary school is also undertaken alongside the survey.

Process Snapshot

Name of Service – Enrollment of Students in Primary Education Process Owner

Primary School


Primary school teachers, Citizens Nil


Birth certificate Updated admission register, Admission details to the ward



Documents Involved

Registers Admission register/ Roll list

Format Nil


Others Nil



Process Narration

Improvement Opportunities Step Activity Channel

Documents involved

Mode Responsibility


1.1 Parents approach the school to admit their ward/

Village Parents approach school-Birth certificate

Manual

Parents

Nil

1.2 Household survey conducted by teachers

Village Household survey-Survey area

Manual

Teachers There are no details of the no. of household in a given area, thus there is no method to ascertain if each household in a given area is covered under the survey

The birth register in the eGRAM can be developed so as to populate a list of children in the age group of 5-14 in a particular survey year. This data can be compared with the Roll list to determine the number of children not enrolled in the primary school. This would enable comprehensive data availability and thus adequate survey

A list of number of household in a given area should be prepared prior the survey and given to the teachers

Computer training to teachers

2 School wise data is prepared by the teachers

Village-Primary school

Survey Register

Manual

Primary school teacher

Survey register is manually maintained at the school level

The survey register maybe digitized to enable multiple usages by multiple stakeholders for various purposes. Digitization of the survey register would also enable easy in determining the no. of children enrolled/not enrolled in primary school. This data can be further used in for scholarship planning purposes

3 Admission/Registration of children in the roll list of the school

Village Admission/Roll register

Manual

Primary teacher

Nil

4 Parents/ward obtain details of admission and date of joining

Village-Primary school

Nil/ Written document of admission confirmation

Manual

Primary teacher

Nil



Process Map –Enrollment of Students in Primary education

Enrollment of Students in Primary educationTe

ache

r(GP)

Citi

zen

Start

Obtain details of admission

School-wise data prepared

Start Stop

Data collection in all household

in the village

Admission/register children

in Roll listAreas for survey-input for teachers

Check birth certificate

Approach school

Birth certificate-input from citizen

Data of children not in school-output from

school



To-Be Process Map – Enrollment of Students in Primary Education

Prim

ary

Sch

ool T

each

erC

itize

n




� Updated and accessible birth records � Updated family database (possibly linked with ration card database)





Process 1. The teachers create list for enrollment directly from available databases minimizing the need of field

surveys P P P P P

2. The applicant can also approach schools for enrollment with a valid age proof P People 1. The effort of teachers in doing annual surveys is reduced considerably P P P P P 2. Technology 1. MIS based reporting can significantly improve the timely availability of data to the stakeholders. P P P P P 2.

Legal Changes

� None




Name of Service – Application & Issuance of Birth Certificate Process Owner Primary School Primary Actors Secondary Actors Citizen, Primary Teacher Process Input Process Output Birth Certificate Enrollment of students Service Delivery Time Application and Databases Involved Automated Components, systems, applications Databases Family Database, Birth Database Documents Involved Registers Enrollment Register Format Application format, Birth Certificate Legal documents (if service is mandated) Others





1 Visit nearest school with a birth certificate of child Primary School Manual Applicant NA NA 2 Verify document, age and enroll student in the school Primary School Automated Teacher 1 1 3 Check the birth records and family database for

eligible children in your area (Monthly) Primary School Automated Teacher 2 2

4 Contact parents of eligible children and enroll the new students

Primary School Automated VCE 7 9




5.8. Application & Issuance of Farmer Certificate Farmer certificate is corroboration that an individual is engaged in agricultural activities. The certification enables the processing of various bank loans like: loan for seed and fertilizer, loan to purchase hybrid cattle etc. Further farmers certification also enables numerous exemptions given to a farmer. The farmers certificate is issued at the Jan Seva Kendra located at the BP level. Application for the certificate can be made on a plain piece of paper. The certificate application is physically verified by the circle officer and then signed and approved by the Mamlatdar (Revenue department). The certificate is issued free of cost.

Process Snapshot

Name of Service - Application and Issuance of Farmer Certificate Process Owner

Mamlatdar (Revenue department)


Jan Seva Kendra Executive, Citizen Circle officer (Revenue department), Mamlatdar


ROR/Form No. 8A/Form No. 6, Manual application Farmer Certificate, Acknowledgement slip


Prescribed delivery time (if any): NA Actual delivery time: 10-15days

Documents Involved

Registers Nil

Format Farmer certificate


Others ROR (form 7/12), Form No.8A, Form No.6



Process Narration


Mode Responsibility


1 The citizen approaches the Jan Seva Kendra with an application written on a plain piece of paper and with necessitated documents (Form No. 7/12,Form No.8, Form No.6)

Jan Seva Kendra-BP

Form No.7/12(ROR) Form No. 8 and Form No. 6

Manual Citizen The citizen needs to visit the block to enable the application of farmer certificate

The Jan Seva Kendra software and eGRAM software maybe networked to enable application and issuance at the GP office

The process maybe re-vamped to enable application via eGRAM at the GP office

2 The Jan Seva Kendra Executive checks if necessitated documents are available and provides an acknowledgement to the citizen

Jan Seva Kendra-BP

Form No.7/12(ROR) Form No. 8 and Form No. 6 Acknowledgement

Manual Jan Seva Kendra Executive

The citizen needs to manually hand over the application and documents to the Jan Seva Kendra Executive.

Digital copies of ROR/ Form No. 8 and Form No. 6 be made available at the Jan Seva Kendra system so as to enable application proceeding without the citizen having to physically visit the Jan Seva Kendra

Process be improved to make possible receipt of application from the GP level via eGRAM

3 Jan Seva Kendra Executive sends the application with attached documents to the circle officer

Jan Seva Kendra-BP

Form No.7/12(ROR) Form No. 8 and Form No. 6 and application form


Nil

4 The circle officer receives the application and conducts physical verification at the respective village from where the applicant

Block Panchayat (Physical verification at the village level)

Form No.7/12(ROR) Form No. 8 and Form No. 6 and application form

Physical verification

Circle Officer Nil




Mode Responsibility


belongs/owns land

5 Circle officer authorizes the application and forwards it to the Mamlatdar

Block Panchayat-Mamlatdar office

No.7/12(ROR) Form No. 8 and Form No. 6 and application form

Manual Circle officer Nil

6 Mamlatdar scrutinizes, signs and send the application to the Jan Seva Kendra

Block Panchayat-Mamlatdar office

No.7/12(ROR) Form No. 8 and Form No. 6 and application form Farmer certificate

Manual Mamlatdar The mamlatdar physically approves the application

The application maybe electronically approved

Automation/computerization of the entire process

Jan Seva Kendra executive receives the application and renders it to the citizen

Jan Seva Kendra- BP

Farmer certificate


The citizen needs to re-visit to collect the farmer certificate

The certificate maybe electronically sent to the eGRAM and physical copy maybe rendered by the VCE on a pre-printed stationery

Melioration of the process to enable application & issuance at the Gram level without travel to the BP



Process Map – Application & Issuance of Farmer Certificate

Application & Issuance of Farmer CertificateM

amla

tdar

R

even

ue

Dep

artm

ent

Circ

le O

ffice

r (B

P)

Jan

Seva

Ke

ndra

(BP)

Citi

zen

Check if necessary documents are

attached

Sign documents

Stop

Physically verifiy at Gram

Scrutinize & sign application

Collects farmer certificate from Jan-

Seva Kendra

Start

ROR, Form No.8A, Form No.6 input

from citizen

Jan-Seva Kendra executive delivers

certificate

Farmer Certificate output from

Mamlatdar office

Manual application received at the Jan

Seva Kendra

Application & attached document-input from

Jan Seva Kendra

Receive application with attached

document

Send application with documents

attached

Farmer Certificate output from Jan-Seva

Kendra executive



To-Be Process Map – Application & Issuance of Farmer Certificate



Pre- Requisites / Dependencies � Centralized Database for farmer certificate integrated with the ePRI Application and linked with land records database � Applications like eGram portal, Jan Seva Kendra application s/w be networked





Process 4. Farmer certificate be provided at the GP level P P 5. Automation of the entire process P P P P P

People 6. Circle officer and Mamlatdar signing the certificate digitally P P P 7. VCE uploads application and supporting document to the application s/w database P P Technology 8. Automation of the process enables MIS based reporting thus improve the timely availability of data to

the stakeholders P P P P P

9.

Legal Changes

� None




Name of service – Application & Issuance of Birth Certificate Process Owner Mamlatdar office Primary Actors Secondary Actors Citizen, VCE Jan Seva Kendra Executive, Circle officer, Mamlatdar Process Input Process Output Application and scanned copies of necessitated documents Farmer certificate Service Delivery Time Maximum 10 days Application and Databases Involved Automated Components, systems, applications eGRAM Portal, s/w application to upload application Databases ROR database, Farmer certificate database Documents Involved Registers Nil Format Application format, Farmer Certificate, Acknowledgement Receipt, Legal documents (if service is mandated) Nil Others Nil





1 Obtain form or fill online application GP Manual Citizen NA NA 2 Provide copies of necessitated documents GP Manual Citizen NA NA 3 Check form, documents, verify and scan documents &

enter data in S/W application GP Manual VCE 1 NA

4 Receive alert BP Automated Jan Seva Kendra

1 NA

5 Verify adequacy of documents. BP Automated Jan Seva Kendra

1 1






6 If documents are adequate forward to circle officer else send additional document requirement alert to VCE

BP Automated Jan Seva Kendra

1 NA

7 Steps 2,3,4,56 repeated after VCE receives alert 8 Circle officer conducts field verification GP Manual Circle Officer 5 7 9 Uploads verification report with adequate comments BP Automated Circle Officer 1 NA 10 Digital signature GP Automated Circle Officer 1 NA 11 Receive report BP Automated Mamlatdar 1 1 12 Approve or reject BP Automated Mamlatdar 1 2 13 On approval print certificate and provide to citizen on

rejection inform citizen GP Manual VCE 1 1

Escalation Matrix



9 Uploads application with adequate comments Circle Officer 1 day from date of verification

Mamlatdar



5.9. Application & Issuance of Job Card-NREGA The National Rural Employment Guarantee Act (NREGA) is a centrally sponsored job guarantee scheme. The NREGA provides a legal guarantee for one hundred days of employment in every financial year to adult members of any rural household willing to do public work-related unskilled manual work at the statutory minimum wage. NREGA enables employment opportunities in the rural populace and also aims at local development of the villages. The NREGA mandates issuance of job card to any individual who is willing to work. A unique job card for each individual is issued at the Gram Panchayat level. The job card is approved and issued by the Talati. The job card is a pre-requisite for an individual to undertake work on any project incepted under the NREGA.

Process Snapshot

Name of Service - Application and Issuance of Job Card-NREGA Process Owner

Talati (Gram Panchayat)


Talati, Citizen Bank

Process Input Process Output Verbal request for job, Photographer, Bank account, Job card booklet Job card


Prescribed delivery time (if any): No prescribed time Actual delivery time: 1-2 days

Documents Involved

Registers Nil

Format Job card booklet


Others Bank account and photograph



Process Narration


Mode Responsibility


1 The citizen approaches the talati and request for Job

GP office

Nil Verbal Citizen No means to ascertain if job request was made

An acknowledgement may be given for each job request

2 Talati checks if citizen hold a bank account and a photograph

GP office

Photograph/Bank account details

Manual Talati Bank account is required for various other schemes and no database of bank accounts are available

Data digitization of bank account details

A database of bank accounts of all citizens in a village maybe considered

3 In case of unavailability of photograph arranges for a photographer

GP office

Nil Manual Talati Nil

4 The talati initiates a bank account with the bank in case of unavailability of bank account

Bank-GP/BP

Nil Manual Talati/Citizen Nil Community camps maybe considered wherein bank accounts for all citizens in a particular village maybe initiated. Further a database of all bank accounts maybe created

5 The talati enters bank account and other details in the job card booklet

GP office

Job card booklet

Manual Talati Manual job card booklet

The job card booklets maybe digitized.

The process of issuance of job card maybe automated.

6 Talati issues and citizen collects job card

GP office

Job Card Manual Talati/Citizen Manual Job card Job card maybe electronically provided



Process Map – Application & Issuance of Job Card - NREGA

Application & Issuance of Job Card – NREGABa

nkTa

lati

(GP)

Citi

zen

Yes

No

Yes

No Sign job cardReceive request for job

Is bank account

available?

Get photo clicked

Collect job card

Provide photograph

Arrange photographer

Check if photograph is

available

Collect photograph

Stop

Enter (manually) requisitioned detail & bank account in job

card book. Attach photograph

Sign job card form & send to

Talati

Verbal job request input from citizen

Open bank account

Start

Send job card form to citizen

Job card-output from Talati



To-Be Process Map – Application & Issuance of Job Card - NREGA

Exte

rnal

Act

or (B

ank)

Tala

ti (G

P)C

itize

n




� Web camera to take picture of the applicant � Job card book s/w application database





Process 1. Automation of the Job card application & Issuance process P P P People 2. Talati signing the certificate digitally & taking picture via web cam P P P 3. Talati uploading Job card book on the database application s/w P P P P Technology 4. Ready availability of MIS can significantly improve the timely availability of data to the stakeholders P P P P P

Legal Changes

� None




Name of service – Application & Issuance of Birth Certificate Process Owner Gram Panchayat Primary Actors Secondary Actors Citizen, Talati Bank Process Input Process Output Application, Photograph, Bank a/c Job Card Service Delivery Time Maximum 3 days Application and Databases Involved Automated Components, systems, applications eGRAM Portal Databases Job Card Database Documents Involved Registers Job Card Register Format Application format, Job card Format, Job book format Legal documents (if service is mandated) Nil Others Nil





1 Receive request for job card GP Manual Citizen NA NA 2 Check if job card is issued GP Manual Talati 1 1 3 If job card is issued then digitally sign and print Job card GP Automated Talati 1 NA 4 Sign job card and receive job card GP Manual Citizen 1 1 5 If job card is not issued check if photo & bank a/c

available GP Manual Talati 1 1

6 If photo not available then click with web cam GP Manual Talati 1 1






7 If bank a/c not available get a bank a/c opened GP Manual Talati/Bank 2 2 8 If photo & bank a/c available provide GP Manual Citizen 1 1 9 Enter details in job book s/w application database and

upload photo GP Manual Talati 1 1

10 Repeat step 3 and 4

Escalation Matrix

NA



5.10. Indira Awas Yojana-Application & Issuance of Advance The objective of Indira Awas Yojana is primarily to help construction of dwelling units by members of Scheduled Castes/ Schedule Tribes, freed bonded laborers and also non- SC/ST rural poor below the poverty line by providing them with grant-in-aid. District Rural Development Agencies (DRDAs) / Zilla Parishad on the basis of allocations made and targets fixed shall decide the number of houses to be constructed Panchayat wise under IAY during a particular financial year. The same shall be intimated to the Gram Panchayat. Thereafter, the Gram Sabha will select the beneficiaries from the list of eligible households according to BPL (Below poverty line) guidelines and as per priorities fixed, restricting this number to the target allotted.

Process Snapshot

Name of Service - Indira Awas Yojana-Application and Issuance of Advance Process Owner

DRDA (District Rural Development Agency)


Talati, Citizen, TDO Collectors Office, Bank, DRDA Director

Process Input Process Output Verbal request for house, BPL list, List of number of houses to be built in the financial year, IAY Booklet Advance money

Service Delivery Time Prescribed delivery time (if any): The advance to be disbursed within one week of filling the application form Actual delivery time: One week

Documents Involved

Registers Nil

Format IAY application booklet

Legal documents (if service is mandated) TDO signed agreement

Others Bank account and photograph



Process Narration


Documents involved

Mode Responsibility


1 The citizen approaches the talati and request for house

GP office

Nil Verbal Citizen

2 Talati checks eligibility according to the BPL list

GP office

BPL list List available online, however Talati checks in the manual sheet

Talati Despite of availability of data online manual mode is preferred

Talati should be sensitized to the benefits of computerization and be trained to get comfortable using technology

3 Talati checks if bank account is available and if not initiates a bank account

GP office

Nil Manual Talati Bank account is required for various other schemes and no database of bank accounts are available

Data digitization of bank account details

Community camps for initiating bank accounts for all citizens in village maybe initiated. Further a database of all bank accounts maybe created

4 Talati fills in checklist in the IAY booklet and certifies

GP office

IAY booklet Manual Talati Manual IAY Booklet

Computerization of the IAY booklet and electronic signatures maybe considered

Talatis be trained to get customized with computers

5 Talati checks if citizen owns a land

GP office

Land papers Manual Talati Nil




Documents involved

Mode Responsibility


6 Incase citizen doesn’t own a land the talati initiates process of land-allotment (If village land is available then is allotted if not collectors office is contacted for allotment)

GP office

Nil Manual Talati Nil

7 Citizen fills “request for approval” in IAY booklet

GP office

IAY booklet Manual Citizen/Talati

Manual IAY booklet

IAY booklet may be computerized & digitized.

Process of computerization & networking systems of various stakeholders

8 TDO receives , scrutinizes & signs the “request for approval”

BP office

IAY booklet Manual TDO Manual IAY booklet

IAY booklet be computerized & a copy be automatically sent to the TDO desk with availability of electronic signature of TDO

9 TDO fills& signs agreement and send copies to the DRDA director, Talati, Citizen & retains a copy in his office

BP office

Agreement copies

Manual

TDO Manual Agreement copy

Computerization of IAY booklet & rendering digital signature of the TDO will enable automatic generation & sending copies to respective stakeholders

Entire process of IAY advance disbursement maybe automated

Various stakeholders be trained to use IAY automated process

10 Talati fills signs and sends the advance disbursement slip to the accounts

BP office

Advance disbursement slip

Manual TDO Manual disbursement slip

Automation of IAY process

11 Accounts sends disbursement slip to bank

BP office

TDO signed disbursement slip

Manual Accounts department

Manual orders sent to the bank

The orders along the disbursement slip maybe sent electronically to the bank

12 Bank sends advance amount to citizens bank account

BP Nil Electronic

Bank Nil



Process Map – Indira Awas Yojana - Application & Issuance of Advance

Indira Awas Yojana - Application & Issuance of AdvanceD

RD

A-D

irect

or

(DP)

Ban

kC

olle

ctor

offi

ce

(DP

)TD

O (B

P)

Tala

ti (G

P)

Citi

zen

No

Yes

No

No

Fill checklist in the application

booklet & certify

Fill & s ign agreement

Stop

Receive agreement

copy

Open bank account

BPL list input for Talati

Disburse advance amount to benefic iary

account

Provide land details

Check if citizen owns land

Agreement output from TDO

Is bank account available

Provide bank account details

Receive agreem ent copy

Receive advance in

bank account

Scrutinize & approve

application

Verbal request input from citizen

Fill request-for-approval in

application booklet

Standing order to bank output from

accounts

Check eligibility

Receive non-eligibility

information

Fill sign & send advance disbursement

slip to accounts

Receive agreement

copy

Allot land

Receive request for

house

Start Stop

Yes Yes

S top

Stop



To-Be Process Map – Indira Awas Yojana - Application & Issuance of Advance




� All data bases should be networked � Digital signoff hardware should be available with Talati and TDO

Key Recommendations

� Automation of the entire process, including digital sign-off by Talati & TDO � Talati/ TDO and other PRI and non-PRI officials be given computer training so as to enable to carry out the activities in the process

Legal Changes

� None


Name of service – Application & Issuance of Birth Certificate Process Owner Gram Panchayat Primary Actors Secondary Actors Citizen, Talati, TDO DRDA-Director, Collector Office, Bank Process Input Process Output Application, Bank Account Details, BPL list Disbursement of Advance Service Delivery Time Maximum 14 Days Application and Databases Involved Automated Components, systems, applications IAY Portal Databases BPL list Database Documents Involved Registers Nil Format IAY booklet format Legal documents (if service is mandated) Nil Others Affidavit







1 Receive request for house GP Manual Applicant NA NA 2 Check in s/w application for eligibility GP Manual Talati 1 1 3 If not eligible inform citizen GP Manual Talati 1 1 4 If eligible check if bank account is available GP Manual Talati 1 1 5 If bank a/c is available then receive details GP Manual Applicant 1 1 6 If bank a/c not available then open bank a/c GP Manual Talati/ Bank 2 2 7 Check if citizen owns land GP Manual Talati 1 1 8 If citizen doesn’t have land, raise alert of land requirement GP Automated Talati 1 1 9 Allot land BP Manual Collector Office 5 30 10 Fill checklist in application booklet s/w GP Automated Talati 1 1 11 Digital sign-off GP Automated Talati 1 1 12 Fill request for approval in application booklet GP Automated Applicant 1 NA 13 Scrutinize, approve & digitally sign off BP Automated TDO 1 2 14 Send agreement to Talati, DRDA-Director BP Automated TDO 1 5 15 Send agreement copy to the applicant BP Manual TDO 3 3 16 Send advance disbursement slip to accounts BP Automated TDO 1 1 17 Disburse advance amount to applicants bank a/c GP Automated Bank 1 1

Escalation Matrix

NA



5.11. Issue of Record of Rights NIC, Gujarat state developed comprehensive software BhuLekh Soft to capture the day to day land record transactions taking place and implemented it at the Taluka levels. All Taluka are equipped with a server, clients, printers, Bio-Metrics Devices, etc and the transactions are done online. This was integrated with Vishwagram project. The facility of issuing ROR is extended to Village Panchayat via eGRAM. The entire process of filing the request for ROR by VCE, processing and uploading of ROR by eDhara Dy, Mamlatdar and final printout by VCE to the citizen has been automated. ROR is used by farmer for banks loans and is a pre-requisite for farmer certificate and has details of all land transaction and ownership detail.

Process Snapshot

Name of Service - Issue of Record of Rights Process Owner

Mamlatdar (Revenue Department)


VCE, Citizen Dy. Mamlatdar(Revenue Department)


Verbal request for ROR with name of citizen ROR (Form No. 7/12), Cash Receipt


Prescribed delivery time (if any): Nil Actual delivery time: 1-2 days

Documents Involved

Registers Nil

Format Online request form for ROR, Pre-Printed stationery to print ROR


Others ROR Register



Process Narration


Mode Responsibility


1 Citizen goes to VCE and requests for ROR

GP office Nil Verbal Citizen Nil

2 VCE checks name/ survey number

GP office Survey register

Manual VCE Manual Survey register

The survey register maybe digitized

3 VCE raises online request

GP office eGRAM

ROR request format

Online VCE Nil

4 Dy. Mamlatdar receives online request

BP-Jan Sewa Kendra

Online ROR request

Online Dy. Mamlatdar

Nil

5 Dy. Mamlatdar authorizes using bio-metrics and digital sign-off

BP-Jan Sewa Kendra

Online ROR request

Online Dy. Mamlatdar

No stipulated time within which the Dy. Mamlatdar needs to sign the ROR request upon

Time frame be stipulated for sign-off from the time of receipt of ROR request

6 VCE receives ROR in eGRAM portal

GP office-eGRAM

ROR Online VCE Unavailability of stationery

Process ensuring that stationery is available with the VCE before complete exhaustion of stock.

7 VCE prints ROR on pre-defined stationery

GP office- eGRAM

ROR Online VCE Unavailability of pre-printed paper on which ROR is printed

The online stock keeping system available at the Dy. Mamlatdar office to ensure availability of pre-printed stationery at all times

8 VCE provides RoR to citizen collects Rs. 10 and provides receipt

GP office- eGRAM

Cash Receipt & ROR

Online VCE Nil



Process Map – Application & Issuance of Record of Rights

Issue of Record of RightsR

even

ue

Dep

artm

ent

Offi

cer (

Line

D

epar

tmen

t)

Dy.

M

amla

tdar

-R

even

ue

Dep

artm

ent

(BP

)

Villa

ge

Com

pute

r E

ntre

pren

eur-

V

CE(

GP

) C

itize

n

Checks Name/Survey Number Raises online request

Verbal Communication of Name/Survey Number

Input from Citizen

Authorizes using biometrics & digitally signs off

Collects the ROR & cash receipt

Receives online alert

Start

Online request for ROR Input from VCE

Manually enters in a register

Stop

Prints ROR on pre-defined serialized stationery. Collects

Rs. 10

Online authorized ROR output from

Dy.Mamlatdar

VCE receives ROR on eGram portal

Pay Rs. 10 to VCE



To-Be Process Map – Application & Issuance of Record of Rights

Dy

EM (R

even

ue)

VC

EC

itize

n




� Centralized Land Records





Process 1. No Recommendation in process as the present system is already automated. Only improved

connectivity, hardware and interface will bring in improved efficiency P P P

2. People 3. 4. Technology 5. 6.

Legal Changes

� None




Name of Service – Application & Issuance of Record of Rights Process Owner Gram Panchayat Primary Actors Secondary Actors Citizen, VCE, Deputy Mamlatdar (Revenue) Process Input Process Output Application, Transaction Charge Records of Rights Certificate Service Delivery Time 1 Day Application and Databases Involved Automated Components, systems, applications eGRAM Portal Databases Land Records Database Documents Involved Registers Format ROR Format, Payment Receipt, Legal documents (if service is mandated) Others

To-Be Process Narration No. Activity Channel Mode Responsibility

Centre Expected Time – Days


1 Applicant goes to VCE and verbally places a request GP Manual Applicant NA NA 2 VCE verifies account number and uploads application GP Automated VCE NA NA 3 Dy EM receives alert in his system BP Automated Dy EM 1 1 4 He verifies and approves the application BP Automated Dy EM 1 1 5 He rejects if verification fails BP Automated Dy EM 1 1 6 VCE receives the confirmed application GP Automated VCE 1 2 7 VCE Prints the certificate, collects payment and delivers GP Manual VCE 1 2




5.12. Soil Testing & Issuance of Soil Health Card Soil health card details the soil quality of the soil. It gives the farmer details of nutrient content of the soil thus the kind of crop best suited for the land; soil fertility; what type of crop-produce to undertake in which season; type of fertilizers, pesticides to be used to ensure best crop quality; the irrigation requirement of the land etc. Further soil health card also used in the processing of bank loans as it provides valuable details of the quality of the land, the reap thus the repayment capacity of the farmer. Soil testing is the pre-requisite to soil health card. Soil health card is obtained by the help of the Gram Sevak. The government of Gujarat has taken up the activity of providing soil health cards to all farmers in the state in a phased out manner. Each year fixed number of farmers are chosen (random selection) from each village for the soil testing procedure. Soil testing for farmers chosen on random selection is done on free of cost. For farmer out of the random selection an amount of Rs. 15 is charged.

Process Snapshot

Name of Service - Soil Testing and Issuance of Soil Health Card Process Owner

Gram Sevak (Agriculture)


Gram Sevak, Citizen Soil Testing laboratory, Office of Assistant Director of Agriculture


Soil Sample Soil Test Lab Report, Soil Health Card, Acknowledgement slip


Prescribed delivery time (if any): Nil Actual delivery time: 30 days

Documents Involved

Registers Nil

Format Soil test laboratory report, Soil Health card


Others Prescribed method of collecting soil sample, Yearly target list



Process Narration


Mode Responsibility


1 Gram Sevak approaches citizen (in the yearly target list)

GP Yearly target & Random farmer selection list

Manual Gram Sevak Manual target list

The target list maybe digitized to have a comprehensive soil testing data

2 Citizen approaches Gram Sevak (not in yearly target list)

GP Nil Verbal Citizen No process incase farmer approaches Gram Sevak

Process maybe incorporated wherein a farmer outside the yearly target needs soil testing

3 Gram Sevak collects soil sample and gives acknowledgement, charges Rs. 15 from farmers outside the yearly target list

Village-Farm

Acknowledgement slip

Manual Gram Sevak Acknowledgement slip is handwritten on a plain sheet of paper

Prescribed format for acknowledgement slip may be introduced

4 Deposits the soil sample at the soil testing laboratory

District Nil Manual Gram Sevak Nil

5 Soil testing laboratory receives the soil sample, conducts tests

District Nil Manual Soil testing lab technician

Nil

6 Soil testing lab(STL) report is generated

District STL report Online Soil testing lab technician

Nil

7 Assistant director STL signs the reports

District STL report Manual Ass. Director STL

Nil

8 Office of Assistant director Agriculture receives the STL reports

District Signed STL report

Manual Soil testing laboratory

The data is manually received

The system of Soil testing laboratory and that of the office of assistant director of agriculture maybe networked to

Process of automatic transmission be considered




Mode Responsibility


enable automated transmission of data. Digital signature of the Ass. Dir.-STL to enable automated transmission

9 STL report data entry in the system at the office of Assistant director of Agricultures office

District Signed STL report

Manual Computer operator

Redundant activity in the process

Automated data transfer from the laboratory to the Ass. Dir.(Agricultures) office will help avoid re-punching of data and save time

The process may be reconsidered and punching of data be deducted from the process

10 Soil health card is printed

District Soil health card

Online Agriculture Department

Nil

11 Gram Sevak collects soil health card and provides to the citizens

Village Soil health card

Manual Gram Sevak Nil



Process Map –Soil Testing & Issuance of Soil Health card

Soil Testing and Issuance of Soil Health Card

Offi

ce o

f As

s.D

irect

or o

f Ag

ricul

ture

(L

ine

Dep

artm

ent)

Soi

l tes

ting

labo

rato

ry-S

TL

(one

in e

ach

dist

rict)

Gra

m

Sev

ak(G

P)

Citi

zen

Prints Soil Health Card

Receives STL report

Enters STL report data into the

system

Receives Soil Health card

Approaches citizen according to yearly target

Receives an acknowledgement

Approaches gram sevak

(out of target)

Deposits sample at soil testing

laboratory

STL report output from Soil testing Laboratory

Acknowledgement Slip output from Gram

SevakCollects soil

sample, gives an acknowledgement

STL report generated though

system

Stop

Ass.Director-STL signs

Start

STL report output from Soil testing Laboratory

Pays Rs. 15

Receives soil sample

Start

Collects Soil Health card &

provide to citizen

Prints STL report



To-Be Process Map – Soil Testing and Issuance of Soil Health Card




� System/software applications of the soil testing laboratory (STL) and Office of the director be networked � Digital signature equipment at the STL.





Process 1. Re-entry of data at the Office of Ass. Director of Agriculture is eliminated and only prints of soil health

card be taken P P P

2. People 3. Director-STL signing the certificate digitally P P P 4. STL lab technician/executive enters data at STL directly instead of sending report to office of Ass.

Director of Agriculture P P

Technology 5. Networking systems of various stakeholders at various levels can significantly improve the timely

availability of data that will enable better planning, thus implementation and monitoring P P P P P

6.

Legal Changes

� None




Name of service – Soil Testing and Issuance of Soil Health Card Process Owner Gram Panchayat Primary Actors Secondary Actors Citizen, Gram Sevak Soil Testing Laboratory, Assistant director of Agriculture Process Input Process Output Soil sample, Rs. 15 STL report and Soil Health Card Service Delivery Time Maximum 14 Days Application and Databases Involved Automated Components, systems, applications Soil health card application s/w Databases Nil Documents Involved Registers Nil Format Soil Health Card, STL report format Legal documents (if service is mandated) Nil Others Nil





1 Approach citizen in the target to collect soil GP Manual Gram Sevak NA NA 2 Approach gram Sevak if out of target & want a soil health

card GP Manual Applicant NA NA

3 Collect soil sample & provide acknowledgement receipt GP Manual Gram Sevak 3 5 4 Collect cash from applicants out of target GP Manual Gram Sevak 1 1 5 Deposit soil sample at the soil testing laboratory GP Manual Gram Sevak 1 1 6 Conduct soil test BP Manual Soil testing Lab 7 15






(STL) 7 Generate STL report & upload STL report in s/w

application BP Manual STL 2 4

8 Receive report and digitally sign BP Automated Director-STL 1 NA 9 Real time update in soil health card s/w application BP Automated Automated

System 1 1

10 Print soil health card GP Manual VCE 2 NA 11 Collect soil health card GP Manual Gram Sevak 1 1 12 Provide soil health card to citizen GP Manual Gram Sevak 1 2

Escalation Matrix



8 Receive report and digitally sign STL technician 1 Director-STL



5.13. Application & Issuance of Domicile Certificate

A Domicile Certificate is generally issued to prove that the person bearing the Certificate is a Domicile/Resident of the State/UT by which the Certificate is being issued. This Certificate is required as proof of residence to avail Domicile/Resident Quotas in educational institutions and in the Government Service, as also in case of jobs where local residents are preferred. A citizen is required to produce proof of continuous residence in the State/UT for a specified minimum period, or that of holding land in the State/UT. Documents for proving your identity, ration card, mark sheet, passport etc and attestation of the form by officers with the necessary authority is required

Women not originally belonging to a State/UT, but married to men who are permanent residents of the State/UT or who are eligible for the State's/UT's Domicile Certificate, are eligible to apply for Domicile Certificate. Jan Seva Kendra is a window for the citizen to get Domicile Certificate. The citizen has to go to the Kendra at the block level and give the application. The certificate should be issued on the same day after scrutiny by the Dy. Mamlatdar and approval of the Mamlatdar. The citizen needs to pay Rs. 20 to avail the service

Process Snapshot

Name of Service - Application and Issuance of Domicile Certificate

Process Owner

Mamlatdar (Revenue Department)


Talati, VCE, Citizen, Jan Seva Kendra Dy. Mamlatdar, Mamlatdar


Attested copies of documents (ration card, mark sheet, passport) Talati recommended application, Domicile certificate



Documents Involved

Registers Nil

Format Domicile certificate application form (if available)


Others Required documents like ration card, passport, school mark sheets etc



Process Narration


Documents involved

Mode Responsibility


1 Citizen approaches the VCE and request for a application form

GP-Office

Application form written on a plain sheet of paper

Manual Citizen No prescribed application format

A stipulated application format maybe introduced

2 Citizen fills application form/ or writes application on a plain paper and attaches necessitated documents

GP Necessitated documents like ration card, passport etc

Manual Citizen Nil

3 Talati receives the application form, checks for adequacy of the documents and recommends

GP Recommended Application form with necessitated documents

Manual Talati Manual signature Digital signature of talati may be considered

4 Collects recommended application and submits at the Jan Seva Kendra

BP Recommended Application form with necessitated documents

Manual Citizen Unavailability of application processing at the Gram level, thus entailing travel by the citizen to the block level

The eGRAM and Jan Seva Kendra system maybe networked to enable application forwarding from the gram level

Application processing and forwarding to the next level maybe enabled at the Gram level via eGRAM

5 Jan Seva Kendra executive receives recommended application and provides acknowledgement to citizen

Block Recommended Application form and acknowledgement slip

Manual Jan Seva Kendra executive

The citizen needs to travel to the block level to submit the form

Submission of form be enabled at the Gram level

6 The Dy. Mamlatdar receives the application, scrutinized and approves

Block Recommended application form

Manual Dy. Mamlatdar

Manual process The entire process maybe computerized wherein upon sign-off by one level the next level scrutinizer

Need of process automation




Documents involved

Mode Responsibility

Gaps / Issues Technology Process People gets an auto-update

7 The Mamlatdar receives the recommended application form approved by Dy. Mamlatdar checks and signs

Block Signed & approved application form

Manual Mamlatdar Manual application and sign-off

Online receipt of application form and digital sign-off

Process maybe computerized/ automated

8 The Jan Seva Kendra executive receives the signed application form and prints the domicile certificate pro’ forma

Block Singed & approved application from

Manual Jan Seva Kendra executive

Manual receipt Automation of the process would help obtain digitally signed certificate

9 Receives the domicile certificate pro’ forma and signs

Block Domicile certificate pro’ forma

Manual Mamlatdar Duplication of work

The process maybe updated to reduce the sign-off required twice by the mamlatdar

10 Jan Seva Kendra executive receives the domicile certificate and collects Rs. 20 from the citizen

Block Domicile certificate


Citizen needs to travel to the block level to collect the certificate. This increases the money and time spent in obtaining the certificate

The networking of eGRAM and Jan Seva Kendra software in order to enable application forwarding and receipt of certificate at GP

The domicile certificate maybe provided at the Gram level via eGRAM

11 Citizen collects acknowledgement slip and Domicile certificate

Block Domicile Certificate & acknowledgement slip

Manual Citizen Need of multiple visit to the block level

Process be re-vamped to enable receipt of domicile certificate at GP



Process Map –Application & Issuance of Domicile certificate

A pp lica tion & Issu ance o f D om ic ile C e rt ifica teM

amla

tdar

O

ffice

(BP)

Dy.

Mam

latd

ar

Offi

ce (B

P)Ja

n Se

va

Ken

dra

(BP)

Tala

ti (G

P)

Villa

ge

Com

pute

r En

trepr

eneu

r- VC

E(G

P)

Citi

zen

P rin t d o m ic ile P ro ’fo rm a

R e ce ive a p p lic a tio n f ro m c itize n & p ro v id e

a ckn o w le d g e m e n t

S ta rt

R e c e ive s ig n e d ce rtific a te . C o lle ct R s.2 0 fro m c it ize n

S ig n P ro ’ fo rm a

C o lle ct d o m ic ile ce rtific a te & ca s h

re c e ip t

P ro v id e m a n u a l a p p lica tio n fo rm

S cru tin iz e & a p p ro ve a p p lic a tio n

F il l a p p lica tio n fo rm . A tta c h re q u ire d d o cu m e n t c o p ie s -ra t io n c a rd /

re s id e n ce p ro o f /m a rk s h e e t/ p a ss p o rt

C o lle ct a c kn o w le d g e

m e n t

C o lle c t a p p lica tio n fo rm

R e c e iv e a p p lica tio n fo rm . C h e c k a d e q u a cy o f

d o cu m e n ts a n d re co m m e n d

V e rb a l re q u e s t fo r a p p lic a tio n fo rm -in p u t fro m c itiz e n

R e c e ive s ig n e d a p p lica t io n

D o m ic ile c e rtific ate o u tp u t o f M a m la td a r

R e c o m m e n d e d a p p lic a tion o u tp u t fro m

T a la ti

S ig n a p p lica t io n

S to pC o lle c t re co m m e n d e d

a p p lica t io n & su b m its a t Ja n S e va K e n d ra

P a y R s . 2 0



To-Be Process Map – Application & Issuance of Domicile Certificate




� Centralized database at the DP Level having integration with the ePRI Application � Each activity in the process be networked to enable real-time update � Computer training for all individuals involved in activities in the service delivery process � Efficient integration between the Gram Panchayat and respective government departments. This can be achieved by providing access

of PRI Application to the respective government departments to view and update the services pertaining to them.





Process 1. Automation of the entire process enabling receipt of certificate at GP level instead of having to go to

BP P P P

2. Status update(rejection component) P P P People 3. Talati, Mamlatdar signing the certificate digitally P P P 4. P P Technology 5. MIS based reporting can significantly improve the timely availability of data to the stakeholders. P P P P P 6. Networking of s/w applications of all parties involved in the service delivery shall enable real-time

data update and availability P P P P P



Legal Changes

� None


Name of service – Application & Issuance of Domicile Certificate Process Owner Revenue Department Primary Actors Secondary Actors Citizen, VCE, Talati Jan Seva Kendra, Process Input Process Output Application & supporting document Domicile certificate, Cash Receipt Service Delivery Time Maximum 5 Days Application and Databases Involved Automated Components, systems, applications eGRAM Portal Databases Application database Documents Involved Registers Nil Format Application format, Domicile Certificate, payment receipt Legal documents (if service is mandated) Nil Others Residence proof, passport, LC





1 Obtain form or fill form online GP Manual Applicant NA NA 2 Fill the application form and attach necessitated

documents GP Manual Applicant NA NA

3 Check form, details, seek clarifications (if any) and enter data in S/W application

GP Manual VCE 1 1






4 Talati receives new application alert GP Automated Automated system

1 1

5 Recommends/ rejects application GP Manual Talati 1 1 6 On rejection, alert is received by VCE GP Automated Talati 1 NA 7 VCE provided non-issuance certificate/ reason to citizen GP Manual VCE 1 NA 8 On recommendation by Talati Dy. Mamlatdar receives

alert for recommended application BP Automated Talati 1 NA

9 Checks report comments as reject or approve with reason duly stated

BP Manual Dy. Mamlatdar 1 3

10 Receive application and approve or reject BP Automated Mamlatdar 1 3 11 Receive alert of rejection/ Receipt of certificate GP Automated Automated

System 1 1

12 On rejection follow step 7 13 On receipt of certificate alert print certificate and collect

cash GP Manual VCE 1 1

14 Receive certificate and cash receipt GP Manual Citizen 1 NA

Escalation Matrix



8 On recommendation by Talati Dy. Mamlatdar receives alert Talati 1 Dy.

Mamlatdar

9 Checks report comments as reject/ approve with reason duly states Dy. Mamlatdar 1 Mamlatdar



5.14. Application & Issuance of Character Certificate A character certificate is often called for at times of education, jobs etc. It is a certification by a Gazette officer that an individual possesses good qualities. Character certificate for local purposes like admission in school etc is provided by the Talati and costs Rs. 10. Character certificate required for higher education, huge amount of bank loan etc is authorized either by the TDO/ Dy. Mamlatdar. Character certificate issued at Dy. Mamlatdar office cost Rs. 25 and at the TDO office is free of charge

Process Snapshot

Name of Service - Application and Issuance of Character Certificate Process Owner Local Purposes: Gram Panchayat Higher education & Occupation: TDO/ Dy. Mamlatdar Primary Actors Secondary Actors

Talati, VCE, Citizen, Jan Seva Kendra Dy. Mamlatdar(Revenue department), TDO

Process Input Process Output Verbal request (local purpose), Talati approved certificate (higher education & occupation)

Talati recommended certificate, Character certificate



Documents Involved

Registers Nil

Format Character certificate application form


Others Nil



Process Narration


Mode Responsibility


1 Citizen approaches the VCE and request for character certificate

GP-Office Application form

Verbal Citizen Nil

2 VCE enters details in the per’ forma, prints the pro’ forma and collects Rs. 1o from the citizen

GP Character certificate pro’ forma

Online VCE Nil

3 Talati receives the application form, checks based on personal knowledge and signs

GP Character certificate (for local purposes)

Manual Talati Manual signature

Digital signature of talati may be considered

4 Citizen Collects cash receipt & character certificate

BP Character certificate & cash Receipt

Manual Citizen Nil

Additional Steps to obtain Character certificate for Higher education and Occupation 5 Citizen approaches

the TDO office with Talati signed Character certificate

Block Talati approved character certificate

Manual Citizen The citizen needs to travel to the block level to submit the form

Submission of form be enabled at the Gram level

6 The TDO checks and signs the Character certificate

Block Character Certificate

Manual TDO Manual process

The entire process maybe computerized wherein upon sign-off by one level the next level scrutinizer gets an auto-update

Need of process automation



Process Map – Application & Issuance of Character Certificate - Small Purposes/Higher education

Application & Issuance of Character Certificate (Local)TD

O (B

P)

Tala

ti/S

arpa

nch

(GP

)

Villa

ge

Com

pute

r E

ntre

pren

eur-

V

CE(

GP

) C

itize

n

Receive filled-in Performa

Print filled-in Performa. Collect Rs.10 from citizenReceive request

Character certificateOutput from VCE

Collect character certificate and cash receipt Stop

Enter detail of the individual in the Performa

Filled-in Performa Input from VCE

Start

Verbal request for character certificate input from citizen

Verify and sign

Pay Rs. 10 to VCE



To-Be Process Map – Application & Issuance of Character Certificate for Local Purposes

Tala

ti/ S

arpa

nch

Villa

ge C

ompu

ter

Entr

epre

neur

-VC

E (G

P)

Citi

zen



To-Be Process Map – Application & Issuance of Character Certificate for Higher Education & Employment




� Efficient integration between the Gram Panchayat and respective government departments. This can be achieved by providing access of PRI Application to the respective government departments to view and update the services pertaining to them.

� Trained and efficient staff for working on computer hardware and PRI application � Proper training (hardware/software) along with change management for all individuals involved in the service delivery process





Process 1. The process can be initiated in GP itself instead of visiting BP P P P 2. People 3. Talati signing the certificate digitally P P P 4. The VCE and other individuals involved in the service delivery process are skilled and trained for

basic computer usage. Special training be provided pertaining to service delivery application s/w, databases, report generation etc

P P P P

Technology 5. Real-time data availability to all stakeholders, from PRIs to Central Government, will enable better

planning by government. P P P P P

6. An automated networked systems would eliminate the time spent in consolidating reports obviating compilation and typing errors P P P P P

Legal Changes

� None




Name of Service – Application & Issuance of Character Certificate Process Owner Gram Panchayat Primary Actors Secondary Actors Citizen, VCE, Talati, TDO Nil Process Input Process Output Application, Transaction Charge Character certificate, cash receipt Service Delivery Time Maximum 3 Days Application and Databases Involved Automated Components, systems, applications Application Receipt, Payment Receipt, Character certificate, Rejection receipt Databases Citizen database Documents Involved Registers None

Format Application format, Certificate format, Rejection receipt format, Payment Receipt format


To-Be Process Narration (for local purposes and for higher education/employment)




1 Form availability component GP Manual Applicant NA NA 2 Application receipt component GP Manual VCE 1 1 3 Fill individual details in the pro’ forma GP Manual VCE 1 1 4 Receive alert for new application GP Automated Automated

System 1 1

5 Forward the application to talati GP Automated VCE 1 1 6 Scrutinize and verify GP Automated Talati 1 1






7 Approve if adequate GP Manual Talati 1 2 8 Reject (if verification fails) GP Manual Talati 1 2 9 Approve and sign off GP Manual Talati 1 1 10 Receive certificate/ non-issuance certificate GP Automated Automated

System 1 1

11 Print certificate/ non-issuance certificate and provide to citizen

GP Manual VCE 1 1

12 Collect non-issuance certificate/ Character certificate, in case of character certificate pay requisite amount

GP Manual Citizen 1 1

For certificate for higher education/employment follow step 1-9 and then the steps listed below 13 Talati/ Sarpanch receive alert for new application GP/BP Automated Automated

System 1 1

14 Verify approve/ reject and digital sign-off GP/BP Manual Sarpanch/ TDO 1 1 Follow step 10- 12

Escalation Matrix



4 VCE fills details and submits VCE 1 Talati

9 Talati approves and submits for verification by Sarpanch/TDO

Talati 1 Sarpanch/ TDP



5.15. Downloading of Various Application Forms Various schemes and benefits are extended by the state and the center for the welfare of the citizens at Gram level. All such benefits and schemes have application forms that are available at the eGRAM portal. Any application form can be received from the VCE by paying Rs. 10 per application form

Process Snapshot

Name of Service - Downloading of application forms Process Owner

Gram Panchayat


VCE, Citizen Nil


Verbal request Application form, Cash Receipt


Prescribed delivery time (if any): Nil Actual delivery time: Immediate

Documents Involved

Registers Nil

Format Application form


Others Nil



Process Narration


Mode Responsibility


1 Citizen approaches the VCE and request for desired application form

GP-Office Nil Verbal Citizen Nil

2 VCE downloads requested form and prints

GP Application form

Online VCE Nil

3 VCE collects Rs. 10 and provides the application form along with the cash receipt to the citizen

GP Application form

Manual VCE Nil

4 Citizen Collects cash receipt & application form

BP Application form & cash Receipt

Manual Citizen Nil



Process Map –Downloading of Application form

Downloading of Various Application FormsVi

llage

co

mpu

ter

entre

pren

eur-

VCE

(GP

)C

itize

n Collect application form & cash receipt

StopApproach VCE

Collect Rs. 10Print application from the system

Verbal request-input from citizen

Application form-output from VCE

Start Pay Rs. 10



To-Be Process Map – Downloading of Various Application Forms

All L

ine

depa

rtmen

ts a

nd

third

par

ty a

ctor

sV

CE

Citi

zen




� Centralized Database of all application forms for G2C, B2C services





Process 1. VCE has access to all updated forms from a centralized database, which is updated by concerned

agency P P P

2. Citizen can obtain all forms from single location P P People 3. VCE has one more avenue for earning P 4. Technology 5. 6.

Legal Changes

� None




Name of Service – Application & Issuance of Birth Certificate Process Owner Gram Panchayat Primary Actors Secondary Actors Citizen, VCE Process Input Process Output Transaction Charge Application Form Service Delivery Time Immediate Application and Databases Involved Automated Components, systems, applications eGRAM Portal Databases Application Forms Database Documents Involved Registers Format Legal documents (if service is mandated) Others





1 Citizen places the verbal request GP Manual Applicant NA NA 2 VCE downloads the concerned application form GP Automated VCE 1 1 3 Prints the form and delivers it to applicant GP Automated VCE 1 1 4 Pays and collects the form GP Manual Citizen 1 1




6. G2C Services Wish List

Objective

This section captures the current procedure, delivery models and As-Is service maps of wish list of services that should be delivered through PRIs. The section details out the process followed, documents required and documents created for delivery of these services as of now

During the study, the team met several citizens, officials and other stake holders. Based on the input from all of them a master list of service wish list was made. After going through each of them carefully and categorizing them according to the four criteria mentioned above, the wish list of five services was made and was validated by district officials. For reasoning of selection of that particular service please see section 1.2

6.1. Application & Issuance of New Ration Card As evident from name, this service includes issuance of new ration card. It is used to procure grains, sugar and kerosene from Government outlets on subsidized rates. Apart from that ration card is also used to establish authentication of address and family for availing many other services. For issuance of new ration card or modification of existing ration card citizen has to go to executive magistrate’s office in taluka headquarters. After submitting application form along with other supporting documents and Jansewa Kendra fee one can get a ration card in 30 days as stipulated in application form itself

Process Snapshot

Name of Service - Issuance of New Ration Card Process Owner

Taluka Mamlatdar Office


Citizen, Talati, Mamlatdar Dy EM, Jansewa Kendra Operator

Process Input Process Output Application Form, Proof of Address, Proof of Identity, Sworn Affidavit, Existing Ration card (if any), details of house and related documents (owned, rented), Job Details (Salaried, Business, Agri), Income tax details, Land less labor details (if applicable), gas connection details (if applicable), Court fee stamp of Rs 3/-

Ration Card with Booklet




Prescribed delivery time (if any): 30 Days Actual delivery time: 30 Days

Documents Involved

Registers Parivar Register, Ration Card Database

Format Application format and related format like talati recommendation, affidavit etc

Legal documents (if service is mandated) None

Others Affidavit, Proof of Address, Proof of Identity

Process Narration

Improvement Opportunities Step Activity Channel Documents

involved Mode Responsibility Gaps / Issues Technology Process People

1 Citizen collects the application form and related forms and fills them

GP, Any photocopy shop, EM office

Application forms

Manual Citizen Manual Online Application

Citizens submits the form online and receives a application number for future reference

eGRAM operator or Jansewa Kendra operator can help fill the application

2 Citizen takes the filled form along with supporting documents to EM office

At EM Office

Application form and supporting documents

Manual Jansewa Kendra operator

Skill level of operator

Facility for scanning of documents

Scan of all documents and online forwarding of application

Training

3 Dy EM (Civil Supply) scrutinizes and forwards the application to EM

At EM office


Manual Dy EM Delay in process

Networked computer to view the document and signoff

Scrutiny of application online by validating scanned docs

4 EM receives application and

At EM Office

Application form and supporting

Manual EM Delay in process

Online authentication

Online approval of application

Training of people to use it





approves based on Dy EM recommendation

documents technology (Fingerprint verifier etc)

5 JSK Operator receives approval, prints the Ration card and sends it to EM for signature

At EM office

Approved application

Manual, proforma entry is IT based

JSK Operator Online receipt of approval and auto generation of ration card

6 EM receives the printed ration card for signing

At EM office

Printed ration card

Manual EM Authentication technology (e.g. Hologram)

Online authentication (e.g. Hologram)


7 JSK operator receives the signed ration card, collects fee from citizen and delivers

At EM office

Printed Ration card with booklet

Manual JSK Operator



Process Map – Application & Issuance of New Ration Card



To-Be Process Map – Application & Issuance of New Ration Card




� Centralized Ration Card Database at the DP Level having integration with the eGram Application � Networking of all Panchayat, Jan Seva Kendra, Civil Supplies and Mamlatdar computers PRI Application at the Gram Panchayat level � Efficient integration between the Gram Panchayat and respective government departments. � Trained staff at Gram Panchayat & other departments/government agencies who form a part of the service delivery process





Process 1. Application and Issuance of Ration Card at GP level P P P 2. Reason of Non-Issuance P P P People 3. Mamlatdar signing the certificate digitally P P P 4. Technology 5. Networking of computers will enable quick and timely delivery P P P P P 6. Automation leading to availability of MIS to all stakeholders across levels. An automated networked

systems would eliminate the time spent in consolidating reports obviating compilation and typing errors

P P P P P

Legal Changes

� An interface between Gram Panchayat and respective government departments




Name of Service – Application & Issuance of New Ration Card Process Owner Department of Civil Supplies Primary Actors Secondary Actors Citizen, VCE Jan Seva Kendra Executive, Dy. Mamlatdar (Civil supplies), Mamlatdar Process Input Process Output Application, Transaction Charge, Necessitated documents Ration Card Service Delivery Time Maximum 7 Days Application and Databases Involved Automated Components, systems, applications eGRAM Portal, Auto forward of document of completion of an activity Databases Ration Card Database Documents Involved Registers Nil Format Application format, Ration Card format Legal documents (if service is mandated) Nil Others Nil





1 Application form availability GP Manual Applicant NA NA 2 Application receipt component GP Manual Applicant NA NA 3 Check form, details, seek clarifications (if any) and

enter data in S/W application GP Manual VCE 1 1

4 Jan Seva Kendra receives application alert BP Automated Automated System

1 NA

5 Check adequacy of documents BP Manual Jan Seva Kendra

1 1






Executive 6 If documents not adequate send additional

document requirement alert BP Manual Jan Seva

Kendra Executive

1 NA

7 Receive additional document alert GP Automated Automated System

1 NA

8 Follow step 1-6 9 If documents are adequate forward for verification BP Manual Jan Seva

Kendra Executive

1 3

10 Dy. Mamlatdar civil supplies receive verification alert BP Automated Automated system

1 2

11 Scrutinize and forward application BP Manual Dy. Mamlatdar (Civil supplies)

1 2

12 Receive and approve/reject application BP Automated/Manual Automated system/ Mamlatdar

1 2

13 On rejection send rejection alert BP Manual Mamlatdar 1 NA 14 VCE receives rejection alert and provide citizen GP Automated Automated

System 1 1

15 On approval of application send alert BP Manual Mamlatdar 1 NA 16 Jan Seva Kendra Executive receives alert BP Automated Automated

system 1 NA

17 Fill details in ration card pro’ forma and upload on s/w application

BP Manual Jan Seva Kendra Executive

2 NA

18 Mamlatdar receives new ration card sign-off alert BP Automated Automated 1 NA






System 19 Digitally sign ration card BP Manual Mamlatdar 1 NA 20 Receive new ration card receipt alert GP Automated Automated

system 1 1

21 Print ration card and collect requisite cash amount GP Manual VCE 1 1 22 Payment Component/ Delivery Component GP Manual VCE 1 1 23 Collect ration card and cash receipt GP Manual Citizen 1 1

Escalation Matrix



9 Jan Seva Kendra Executive checks adequacy of documents and forwards

Jan Seva Kendra Executive

1

Dy. Mamlatdar (Civil Supplied)

11 Dy. Mamlatdar (Civil supplies) scrutinizes and approves

Dy. Mamlatdar (Civil supplies)

1 Mamlatdar



6.2. Application & Issuance of Cast Certificate

This service involves issuance of caste certificate, certifying whether a person is from SC, ST or OBC category. This certificate is used for availing many schemes available only to specific caste. For example, in government employment quota, college admissions, scholarship schemes, to prove eligibility caste certificate is required.

To get a caste certificate, appropriate forms are filled by citizen and submitted to EM office along with talati recommendation. After scrutiny and verification of documents EM office issues the certificate through Jansewa Kendra.

Process Snapshot

Name of Service - Issuance of Caste Certificate Process Owner

EM Office


Citizen, Talati, Dy EM JSK Operator

Process Input Process Output Application, Proof of address, School leaving certificate, Caste certificate of applicant’s father, Ration Card, Rs 3/- Court fee stamp Caste Certificate


Prescribed delivery time (if any): 3 days Actual delivery time: 3-5 days

Documents Involved

Registers Caste Certificate Database

Format Application format


Others None



Process Narration


Mode Responsibility




Application forms


Citizens submits the form online and receives an application number for future reference


2 Citizen goes to talati for his recommendation

GP Office Talati validation form

Manual Talati Manual Online verification / approval technology for talati

Talati views the submitted application by citizen, calls citizen for verification and signs his approval online

Training of people to use online system


At EM Office






Training

4 Dy EM scrutinizes and forwards the application to EM

At EM office





5 EM receives application and approves based on Dy EM recommendation

At EM Office



Online authentication technology (Fingerprint verifier etc)



6 JSK Operator receives

At EM office


Manual, proform

JSK Operator Online receipt of approval and auto




Mode Responsibility


approval, prints the certificate and sends it to EM for signature

a entry is IT based

generation of certificate

7 EM receives the printed certificate for signing

At EM office

Printed certificate




8 JSK operator receives the signed certificate, collects fee from citizen and delivers

At EM office

Printed Certificate

Manual JSK Operator



Process Map – Application & Issuance of Caste Certificate

Tala

ti/Sa

rpan

ch (G

P)

Villa

ge

Com

pute

r En

trepr

eneu

r-V

CE

(GP)

Dy.

Mam

latd

ar/

TDO

(BP)

Citi

zen



Dy.

Mam

latd

ar

(BP

)

Jan

Seva

Ke

ndra

ex

ecut

ive

(BP)

Tala

ti(G

P)C

itize

n



To-Be Process Map – Application & Issuance of Caste Certificate for local Purpose

Tala

ti/ S

arpa

nch

(GP)

Villa

ge C

ompu

ter

Entr

epre

neur

-VC

E (G

P)

Citi

zen



To-Be Process Map – Application & Issuance of Caste Certificate for local Purpose




� Centralized Database at the DP Level having integration with the eGram Application � Networking of all Panchayat, Jan Seva Kendra and Mamlatdar computers PRI Application at the Gram Panchayat level � Efficient integration between the Gram Panchayat and respective government departments. � Trained staff at Gram Panchayat & other departments/government agencies who form a part of the service delivery process





Process 1. Application and Issuance of Caste certificate at GP level P P P 2. Reason of Non-Issuance P P P People 3. Mamlatdar signing the certificate digitally P P P 4. Technology 5. Networking of computers will enable quick and timely delivery P P P P P 6. Automation leading to availability of MIS to all stakeholders across levels. An automated networked

systems would eliminate the time spent in consolidating reports obviating compilation and typing errors

P P P P P

Legal Changes

� None




Name of Service – Application & Issuance of Caste Certificate for local purpose/ Higher education and Employment Process Owner Gram Panchayat Primary Actors Secondary Actors Citizen, VCE, Talati/Sarpanch Jan Seva Kendra Executive, Dy. Mamlatdar Process Input Process Output Application, Transaction Charge Caste certificate Service Delivery Time Maximum 3 Days Application and Databases Involved

Automated Components, systems, applications Application Receipt, Payment Receipt, Application Delivery, Application Rejection, eGram s/w application

Databases Accounts Database Documents Involved Registers Nil

Format Application format, Certificate format Cash Receipt format, Acknowledgement format






1 Form availability component GP Manual Applicant NA NA 2 Application receipt component GP Manual VCE 1 1 3 Fill individual details in the pro’ forma GP Manual VCE 1 1 4 Forward to Talati/ Sarpanch GP Manual VCE 1 1

5 Talati/ Sarpanch Receive alert for new application GP Automated VCE 1 1






6 Scrutinize and verify GP Manual Talati/ Sarpanch 1 1 7 Approve if adequate GP Manual Talati/ Sarpanch 1 2 8 Reject (if verification fails) GP Manual Talati/Sarpanch 1 2 9 Approve and sign off GP Manual Talati/ Sarpanch 1 1 10 Receive certificate/ non-issuance certificate GP Automated Automated

System 1 1

11 Print certificate/ non-issuance certificate and provide to citizen

GP Manual VCE 1 1

12 Collect non-issuance certificate/ Character certificate, in case of character certificate pay requisite amount

GP Manual Citizen 1 1

Caste certificate for higher education/ employment 13 Follow step 1-9 14 Approve and upload on s/w GP Manual Talati/ Sarpanch 1 2 15 Jan Seva Kendra Executive Receives application

alert and forwards to Dy. Mamlatdar BP Automated/Manual Automated

system/ Jan Seva Kendra Executive

1 1

16 Dy. Mamlatdar receives new caste certificate alert BP Automated Automated System

1 NA

17 Approve/ Reject application digitally sign off and upload to s/w application

BP Manual Dy. Mamlatdar 1 NA

18 VCE receives approval/ rejection alert Receive approval/ rejection alert

GP Automated Automated System

1 NA

Follow step 11 and 12



Escalation Matrix



4 VCE forwards application to Talati/ Sarpanch VCE 1 Talati/ Sarpanch

14 Talati/ Sarpanch approve and upload to s/w application

Talati/ Sarpanch 1 Jan Seva Kendra Executive

15 Jan Seva Kendra Executive forwards application

Jan Seva Kendra Executive 1 Dy.

Mamlatdar



6.3. Application & Issuance of Income Certificate

Income certificate is an important document when availing many services like loans, educational concessions and benefits under many government schemes. The authorized officers who can certify income are DM, DDO, Dy DM, Dy DDO, EM, District social welfare officer, survey gazette officer, revenue department’s class 1, 2, 3 non ministerial officers.

Income certificate can be made in block panchayat (TDO) as well as in EM office. To get an income certificate, first a talati recommendation needs to be obtained from GP, which verified the details of income, land, family etc on the basis of his personal knowledge. After submitting talati recommendation along with other supporting data like land holding details, salary slips, proofs of income in EM or TDO office. The certificate is delivered to citizen after proper scrutiny and approval by TDO or EM.

Process Snapshot

Name of Service – Application & Issuance of Income Certificate Process Owner

EM Office


Citizen, Talati, EM, TDO Line Department (if involved)

Process Input Process Output Application, Information on family members, Talati verification, Ration card, Proof of address, details of income (salary, business, agri) Income certificate


Prescribed delivery time (if any): 1 Day Actual delivery time: 1-2 Days

Documents Involved

Registers None

Format Application format (may be application on plain paper)


Others Affidavit, Land holding details, Salary slip, proof of other incomes, proof of address and identity



Process Narration

Improvement Opportunities Step Activity Channel Document

s involved Mode Responsibility




Application forms


Citizens submits the form online and receives an application number for future reference


2 Citizen goes to talati for his recommendation

GP Office Talati validation form (3/31)

Manual Talati Manual Online verification / approval technology for talati

Talati views the submitted application by citizen, calls citizen for verification and signs his approval online

Training of people to use online system


At EM Office






Training

4 Dy EM scrutinizes and forwards the application to EM

At EM office





5 EM receives application and approves based on Dy EM recommendation

At EM Office



Online authentication technology (Fingerprint verifier etc)



6 JSK Operator receives

At EM office


Manual, proforma

JSK Operator Online receipt of approval and auto



Improvement Opportunities Step Activity Channel Document

s involved Mode Responsibility


approval, prints the certificate and sends it to EM for signature

entry is IT based

generation of certificate

7 EM receives the printed certificate for signing

At EM office

Printed certificate




8 JSK operator receives the signed certificate, collects fee from citizen and delivers

At EM office

Printed Certificate

Manual JSK Operator



Process Map – Application & Issuance of Income Certificate

TDO

/M

amla

tdar

(B

P)

Tala

ti (G

P)

Villa

ge

Com

pute

r En

trepr

eneu

r-V

CE

(GP)

Citi

zen



TDO

/M

amla

tdar

(B

P)

Tala

ti (G

P)

Villa

ge

Com

pute

r En

trepr

eneu

r-V

CE

(GP)

Citi

zen



Application & Issuance of Income Certificate – Dahod

Jan

Seva

K

endr

a(B

P)M

amla

tdar

(B

P)

Tala

ti (G

P)

Villa

ge

Com

pute

r E

ntre

pren

eur-

VCE

(GP)

Citi

zen

Verbal request

Initial Income certificateOutput from Talati

Filled-in Pro forma Input from VCE

Enter detail of the individual in the Pro forma on eGram portal

Print filled-in Pro forma. Collect Rs.10 from citizen

Sign based on personal knowledge & land

record

Start

Receive filled-in Pro forma

Collect initial-income certificate and cash receipt

Receive request

Collect income certificate Stop

Income certificate issued from Talati input for Jan

Seva Kendra

Receive initial certificate. Give acknowledgement

slip to citizen

Collect acknowledgement slip

Receive, check and approve initial

certificate

Receive approved initial certificate

Print income certificate pro’forma

Receive &sign income certificate pro’forma

Income certificateOutput from Talati

Receive income certificate



To-Be Process Map – Application & Issuance of Income Certificate for local purposes

Tala

ti/ S

arpa

nch

Villa

ge C

ompu

ter

Entr

epre

neur

-VC

E (G

P)

Citi

zen



To-Be Process Map – Application & Issuance of Income Certificate for local purposes




� Trained staff at Gram Panchayat & other departments/government agencies who form a part of the service delivery process





Process 1. Process automation P P P P 2. Delivery of Income certificate for higher purposes at GP level P P

People 1. Adequate training is provided to each individual involved directly/ indirectly in the service process.

Training may include basis computer knowledge, data entry process training etc P P P P

2. P P Technology

1. MIS based reporting can significantly improve the timely availability of data to the stakeholders. P P P P P 2.

Legal Changes

� None




Name of Service – Application & Issuance of Income Certificate Process Owner Gram Panchayat Primary Actors Secondary Actors Citizen, VCE, Talati/Sarpanch TDO Process Input Process Output Application, Transaction Charge Income Certificate Service Delivery Time Maximum 3 Days Application and Databases Involved

Automated Components, systems, applications Application Receipt, Payment Receipt, Application Delivery, Application Rejection, eGram s/w application

Databases Accounts Database Documents Involved Registers Survey Register

Format Application format, Income Certificate format, Cash Receipt format, Acknowledgment slip format






1 Form availability component GP Manual Applicant NA NA 2 Application receipt component GP Manual VCE 1 1 3 Fill individual details in the pro’ forma GP Manual VCE 1 1 4 Forward to Talati/ Sarpanch GP Manual VCE 1 1 5 Talati/ Sarpanch Receive alert for new application GP Automated VCE 1 1 6 Scrutinize and verify GP Manual Talati/Sarpanch 1 1






7 Approve if adequate GP Manual Talati/Sarpanch 1 2 8 Reject (if verification fails) GP Manual Talati/Sarpanch 1 2 9 Approve and sign off GP Manual Talati/Sarpanch 1 1 10 Receive certificate/ non-issuance certificate GP Automated Automated 1 1 11 Print certificate/ non-issuance certificate & provide to citizen GP Manual VCE 1 1 12 Collect non-issuance certificate/ Character certificate, in

case of character certificate pay requisite amount GP Manual Citizen 1 1

Caste certificate for higher education/ employment 13 Follow step 1-9 14 Approve and upload on s/w GP Manual Talati/ Sarpanch 1 2 15 TDO Receives application alert BP Automated Automated 1 1 16 Approve/ Reject application digitally sign off and upload to

s/w application BP Manual TDO 1 NA

17 VCE receives approval/ rejection alert Receive approval/ rejection alert

GP Automated Automated System

1 NA

18 Follow step 11 and 12

Escalation Matrix



4 VCE forwards application to Talati/ Sarpanch VCE 1 Talati/ Sarpanch

14 Talati/ Sarpanch approve and upload to s/w application Talati/ Sarpanch 1 TDO



6.4. Application & Issuance of PAN Card

Pan card is an important document used to keep record of personal income, tax paid and tax refunded for individuals. Apart from that it is also useful in establishing identity of the holder.

Pan card is obtained by directly applying in income tax office with form 49a. The application can be made online also and an acknowledgement along with other documents can be then sent to income tax office for issuance pan card.

Process Snapshot

Name of Service - Issuance of PAN Card Process Owner

Income Tax Office


Citizen, Income tax officer of assessment circle


Application, Proof of address and Identity PAN Card


Prescribed delivery time (if any): None Actual delivery time:15-30 Days

Documents Involved

Registers PAN Card Holder database

Format Application format (Form 49)

Legal documents (if service is mandated) PAN Card with PAN Number, Issue date

Others Proof of address and identity



Process Narration

Improvement Opportunities Step

Activity Channel Documents involved


1 Citizen collects the form and fills it. Submits it along with fee

Manual / Online

Application form

Manual / Online submission is also available

Citizen Technology to enable submitting of digital supporting docs along with online payment

Application process can be made online along with submission of supporting docs in digital form

Creating awareness in people about process.

2 IT officer collects application, scrutinizes and approves

IT Office in circle / ward


Manual IT Officer

3 Sends PAN card by mail to citizen

Manual PAN Card Manual IT officer



Process Map – Application & Issuance of PAN Card

Inco

me

tax

Bhav

an (D

P)C

itize

n (o

nlin

e P

roce

ss)

Citi

zen



To-Be Process Map – Application & Issuance of PAN card

Ban

kIn

com

e Ta

x B

hava

n (D

P)Vi

llage

Com

pute

r En

trep

rene

ur-V

CE

(GP)

C

itize

n




� A module for PAN card application and Issuance be developed in the eGram portal and be networked with the Income Tax department



Table below depict recommendations to address the gaps identified and impact of each on the objectives as listedP


Process 1. Application & Issuance of PAN card be available at GP level via eGram P P 2. People 1. VCE uploads necessitated documents and photo to the s/w application database P P P 2. P P Technology 1. Automation of the PAN card process P P P P P 2.

Legal Changes

� None




Name of Service – Application & Issuance of PAN Card Process Owner Gram Panchayat Primary Actors Secondary Actors Citizen, VCE Bank, Income Tax Office Process Input Process Output Application, necessitated documents scanned copies, photograph PAN card Service Delivery Time Maximum 14 Days Application and Databases Involved Automated Components, systems, applications eGRAM Portal, Income Tax application Databases Documents Involved Registers Nil Format Application format, Payment receipt format Legal documents (if service is mandated) Nil Others Nil





1 Obtain form physically or The form may be provided online


2 Check form, details, seek clarifications (if any) and enter data in S/W application

GP Manual VCE 1 NA

3 Verify document adequacy as per checklist GP Manual VCE 1 NA 4 Click picture via web cam if photograph not available GP Manual VCE 1 NA 5 Upload application, photo and scanned copies of

document on s/w application database GP Automated VCE 1 NA






6 Receive DD/Cash GP Manual Citizen 1 1 7 Provide cash receipt GP Automated VCE 1 NA 8 Receive new PAN card alert DP Automated Income Tax

Bhavan 1 1

9 Send PAN card via mail DP Manual Income Tax Bhavan

5 10

10 Receive PAN card and provide to citizen GP Manual VCE 2 NA

Escalation Matrix

NA



6.5. Payment of Telephone Bill

The process name is self explanatory. The citizen utilizes telephone facility provided either by government company or private company and pays the monthly bill for the usage along with a fixed rental.

Currently, the citizen receives the monthly bill from company with a due date mentioned. To pay the bill citizen goes to designated bill collection centre such as company outlet or bank or post office. Citizen deposits the requisite amount and collects the receipt for same. The amount is credited to his account and services are continued for the next month.

Process Snapshot

Name of Service - Payment of Telephone Bill Process Owner

Telephone Company (BSNL, Airtel)


Citizen, Telephone company executive, Post office person


Telephone bill, Cash Payment Receipt


Prescribed delivery time (if any): 1 Day Actual delivery time: 1 Day

Documents Involved

Registers Payment Register

Format Bill


Others Cash Receipt



Process Narration



1 Citizen goes to post office with bill and money

Post office

Bill Manual Citizen

Facility to pay the bill from multiple locations like Egram, CSC, Jansewa Kendra

Training of operators

2 Cashier collects the cash and issues receipt

Post Office

Cash Receipt Manual Cashier

Process Map – Payment of Telephone Bill

Pos

t O

ffice

(GP/

BP)

Tele

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e B

hava

n(BP

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itize

n



To-Be Process Map – Payment of Telephone bill

Exte

rnal

Act

or-B

ank

Villa

ge C

ompu

ter

Entr

epre

neur

-VC

E (G

P)

Citi

zen




� Centralized Electricity Database at the DP Level having integration with the eGram Portal � Efficient integration between the Gram Panchayat and respective government departments.





Process 1. Hospital birth records updated directly by medical officers to be accessible by other department P P P 2. People 1. Talati signing the certificate digitally P P P 2. Doctor/MO entering data at hospital directly instead of sending report to Talati or BHO P P Technology 1. MIS based reporting can significantly improve the timely availability of data to the stakeholders. P P P P P 2.

Legal Changes

� None




Name of Service – Telephone bill payment Process Owner Gujarat Telephone Exchange Primary Actors Secondary Actors VCE, citizen Bank, Gujarat Telephone Exchange Process Input Process Output Telephone bill Cash Receipt Service Delivery Time Maximum of 1 Day Application and Databases Involved Automated Components, systems, applications eGRAM Portal, Gujarat Telephone exchange s/w application Databases Accounts Database Documents Involved Registers Nil Format Cash Receipt Format Legal documents (if service is mandated) Nil Others Nil





1 Approach VCE to make bill payment GP Manual Citizen NA NA 2 Check bill details and due amount GP Manual VCE Immediate NA 3 Enter details in Gujarat Electricity board s/w GP Manual VCE Immediate NA 4 Collect due amount GP Manual VCE Immediate NA 5 Print receipt from s/w GP Automated VCE Immediate NA 6 Collect receipt GP Manual Citizen Immediate NA 7 Deposit monthly collection in bank & collect deposit receipt GP Manual VCE 30 NA



6.6. Automatic Grievance Handling System

This is a very important service, which can improve satisfaction level of citizens and transparency of governance. This service complements RTI and can become a powerful tool in hands of aware citizen. The current process is although very vague and complicated with no fixed method in place for citizen to complaint. The current process is, in case of any issues the citizen might have, they generally go to someone who can draft their problem in form of a letter. Then the citizen depending on nature of problem, either submits it to Sarpanch, Talati, TDO, DDO or any panchayat official, he deems suitable. There is no guarantee that the problem will be addressed in time. For example, If a citizen has given such a complaint to TDO. In due time his complaint is not resolved then he drafts another letter and submits it to DDO and waits for resolution of complaint. In many cases citizen take help of elected members to put pressure on panchayat officials to resolve their complaints faster.

Process Narration Name of Service - Automatic Grievance Handling Process Owner

GP, BP, ZP (To whom the complaint is made to)


Citizens, Panchayat officials Line Department (if involved)


Application, Supporting document Resolution of complaint


Prescribed delivery time (if any): No prescribed time limit Actual delivery time: Not fixed, depends on nature of complaint

Documents Involved

Registers Parivar register, etc

Format Application format (may be application on plain paper)


Others Other supporting document



To-Be Process Map – Automated Grievance Handling System




� Auto-forwarding to the next verifying authority be initiated to reduce paper work and save time and decrease the turn-around time for each complaint

� Centralized Database at the DP Level having integration with the down-the line Applications � PRI and non-PRI officials (all officials involved in the service deliver process) be given computer training, process training along with

change management so as to enable to carry out the activities in the process � An automated acknowledgement/ submission/ Redressal slip maybe generated by the system once the application receipt component is

completed. Date of delivery may be mentioned on the acknowledgement / Redressal slip





Process 1. Automation of the entire process P P P P 2. Kiosks be provided at the Gram Panchayat level, wherein citizen can raise their complaint, this would ensure

that all complaints are raised and stored in the database and no manipulations are made P P P P

3. Possibility of complaint handling system be handled by the CSC operator at the GP level may be explored. CSC operator being independent would ensure no bias thus all complaints being registered properly P P P

People 4. Adequate training is provided to each individual involved directly/ indirectly in the service process. Training

may include basis computer knowledge, data entry process training etc. Further training on new process should also be imparted

P P P P

Technology 5. Automation leading to availability of MIS to all stakeholders across levels. An automated networked system

would eliminate the time spent in consolidating reports obviating compilation and typing errors. Further it P P P P P




would also enable identify the common problems of the citizen and develop a permanent solution for such complaints. Such a system would also increase vigilance in the employees to provide adequate services

6. Networking of computers will enable quick and timely delivery reducing the turn-around time of each complaint P P P P P

Legal Changes

� None


Name of service – Automated Grievance Handling System Process Owner Gram Panchayat Primary Actors Secondary Actors Citizens, Kiosk, CSC operator/ VCE Line Department, Computer operator(line department) Process Input Process Output

Application, Supporting documents Written Resolution of complaint/ time to resolve complaint etc (Redressal Slip)

Service Delivery Time Maximum 5 Days Application and Databases Involved Automated Components, systems, applications Grievance handling application Databases Grievance database, Redressal database Documents Involved Registers Nil

Format Application format, Acknowledgement slip format, Submission slip format, Redressal format

Legal documents (if service is mandated) Supporting document (depending on nature of complaint) Others Supporting document







1 Application receipt component GP Manual Applicant NA NA 2 Kiosk generates list of complaint GP Automated Automatic NA NA 3 Citizen ticks on relevant nature of complaint GP Manual Citizen 1 NA 4 Generate checklist GP Automated Automatic 1 NA 5 Press Ok GP Manual Citizen 1 1 6 Update grievance Redressal database GP Automated Automatic 1 NA 7 Generate Acknowledgement Slip GP Automated Automatic 1 NA 8 Collect acknowledgement slip GP Manual Citizen 1 NA 9 Application receipt component GP Manual VCE/ CSC

operator 1 NA

10 Citizen approaches with acknowledgement slip GP Manual Citizen 1 NA 11 Collect supporting documents and scan GP Manual VCE/ CSC

operator 1 NA

12 Enter acknowledgement slip no. GP Manual VCE/ CSC operator

1 NA

13 Upload documents on the grievance s/w application database

GP Manual VCE/ CSC operator

1 NA

14 Auto coding according to nature/ type of complaint GP Automated Automatic 1 NA 15 Submit application and print submission slip GP Manual VCE/ CSC

Operator 1 NA

16 Collect submission slip GP Manual Citizen 1 NA 17 Receive new complaint alert GP/BP/DP Automated Automatic 1 NA 18 Segregate and forward as per code GP/BP/DP Manual Computer

Operator 2 NA

19 Receive new complaint alert GP/BP/DP Automated Automatic 1 NA






20 Take necessary action and then fill comments, details of action taken, etc in Redressal s/w application database

GP/BP/DP Manual Line Department Official

Each code will have a stipulated action-time

NA

21 VCE/CSC operator receives alert GP Automated Automatic 1 NA 22 Print Redressal slip and provide to citizen GP Manual VCE/ CSC

Operator 1 NA

23 Collect Redressal slip GP Manual Citizen 1 NA

Escalation Matrix



15 Submit application and print submission slip VCE/ CSC operator 1 Computer operator

18 Segregate and forward as per code Computer operator 1 Line Department Official



7. To-Be Performance Indicator Reporting Format and Reconciliation Format

For all the services discussed in this report, the team proposes a reporting and reconciliation format generated every month automatically.

These reports will indicate the performance of service centre in terms of various KPIs.

Format for Reconciliation Report

This report will check and reconcile the data generated by computer and data recorded manually. This is will measure the effectiveness of

service delivery model. The efficiency of people, system and process

<Name> Gram Panchayat, <District name> District, Gujarat Service Delivery Report for the month of <Month name>, <Year>

No. of Applications (as per Software)

No. of Applications (as per inward register)

No. of Applications (as per outward register) No. Service Name

Received Processed Received Difference Issued Difference

Remarks, if any

Existing services 1 Application / Issuance of Record of Right 2 Application / Issuance of Farmer Certificate


4 Application & Issuance of Birth Certificate 5 Application & Issuance of Death Certificates 6 Application for Job Card in NREGA 7 Enrolment of Student in Primary Education 8 Disease Control Program in Rural Areas


10 Application and Issuance of Tax Payment Certificate

11 Electricity Bill Collection Services




No. of Applications (as per Software)

No. of Applications (as per inward register)

No. of Applications (as per outward register) No. Service Name

Received Processed Received Difference Issued Difference

Remarks, if any

12 Application and Issuance of Character Certificate


14 Application and Issuance of Domicile Certificate

15 Downloading of Various Application Forms (G2C, B2C)

New services 1 Issuance of Ration Card 2 Issuance of Caste certificate 3 Application Issuance of income certificate 4 Online Application and delivery of PAN card

5 Automatic Online Grievance Handling System

6 Collection of Telephone Bill



To-Be Format for Performance Indicator Reporting of Services


Service Name Applications (nos.)

Service Delivery Time (Day)

Processing Errors (nos.)

Fees collected (Rs.)

Received

Processed

Target Avg Min Max

Cases beyond target service delivery time

(no)

Escalations made by citizens

(no) Target

Actual

Per application Total

Existing services 1 Issuance of Record of Right

2 Application / Issuance of Farmer Certificate


4 Application & Issuance Birth Certificate

5 Application & Issuance of Death Certificates

6 Application for Job Card in NREGA

7 Enrolment of Student in Primary Education

8 Disease Control Program



11 Electricity Bill Collection Services


13 Information Regarding the Works Schemes




Service Name Applications (nos.)

Service Delivery Time (Day)

Processing Errors (nos.)

Fees collected (Rs.)

Received

Processed

Target Avg Min Max

Cases beyond target service delivery time

(no)

Escalations made by citizens

(no) Target

Actual

Per application Total

Implemented by the Panchayat



New services 1 Issuance of Ration Card 2 Issuance of Caste certificate

3 Application Issuance of income certificate

4 Online Application and delivery of PAN card

5 Automatic Online Grievance Handling System

6 Collection of Telephone Bill



8. MIS Reports

These are the various MIS reports that can be generated using these databases, these reports can be generated on any frequency at anytime and can be used to for various purposes by different department

No Service Name MIS Generated Who will use this report Existing Services

1 Application / Issuance of Record of Right

No of RoR generated by account number, by village, by survey number, by land owners, by village

Land Records Department, Revenue Department, TDO, DDO

2 Application / Issuance of Farmer Certificate

No of Certificates produced, by farmers, by survey number, by village

TDO, DDO, DAO, Talati


No of soil tests done by survey number, village, land owner, soil types etc

DAO, Agriculture Department, DDO, TDO, Agri Officer (Ext)

4 Application for Registration of Births (Rural)/ Issuance of Birth Certificate

No of births by child name, by date, by weight, by father, by mother, by caste, by parent occupation, with address, village etc

Health Department, Planning Department, TDO, DDO, CDHO

5 Application for Registration of Deaths (Rural)/ Issuance of Death Certificates

No of deaths by name, by age, by reason, by date, by caste, village etc

Health Department, Planning Department, TDO, DDO, CDHO

6 Application for Job Card in NREGA No of applicants, by name, family, income, caste Rural Development, DDO, TDO, Talati, Planning

Department

7 Enrolment of Student in Primary Education

No of children enrolled, by class, by Caste, by gender

Education Department, Health Department, Rural Development, TDO, DDO, DPEO

8 Disease Control Program in Rural Areas

Information on disease, number treatment, referrals, PHC,

Health Department, DDO, TDO, CDHO


Information on beneficiaries and their details Rural Development, Planning Department, TDO, DDO, IRD, DRDA


Information on payees, transactions, defaulters etc

Revenue Department, Treasury Department, Accounts, Talati, TDO, DDO

11 Electricity Bill Collection Information on accounts, owners, payment Electricity Department



No Service Name MIS Generated Who will use this report Services history, defaulters etc


No of character certificates issued Revenue Department, DDO, TDO


Documents released under RTI, by applicant RTI Department,


No of Domicile certificate issued, by name, by village

Planning Department, Revenue Department, Talati, TDO, DDO


No of applications downloaded, by type Various agencies making forms available, Revenue department, talati

New Services

1 Issuance of Ration Card No of rations cards issued, family details, card number

Civil supplies department, planning department, revenue department, talati, TDO, DDO

2 Issuance of Caste certificate No of certificates issued by name, by caste, by village

Social Justice Department, Planning department, Tribal Department

3 Application Issuance of income certificate

No of certificates issued by name, by income, by village

Income Tax Department, Revenue Department, Planning Department, TDO, DDO

4 Online Application and delivery of PAN card

No of PAN cards issued, by name, by number Income Tax Department, Revenue Department, TDO, DDO

5 Automatic Online Grievance Handling System No of grievances logged, resolved and raised All departments, TDO, DDO, Talati

6 Collection of Telephone Bill No of bills paid, by account, payment history, defaulters etc

Telephone department, Revenue Department



9. Symbols Used for Process Mapping

No. Symbol Description No. Symbol Description

1 Start

Initiator 6 Automated Process

2

Terminator 7 Manual Process

3

Predefined Process 8

Input Information/ Document

4

Process 9 Requires Authentication

5

Decision 10

Manual Input