The Size and Impact of the Doorstep Delivery of Public Service Programme of Delhi

The doorstep delivery of public services programme by Govt. of NCT of Delhi in India aims at effective delivery of public services at the doors of citizens which is free from office visits, corruption and touts. This innovative service design assures various services of government delivered at their doorsteps. Up on request government representative will reach the home of citizen in the pre-fixed time and offer required services. Delivering various public services at the doors of citizens make the term public services more meaningful. Hence our vision encapsulates the cores of transparency, accountability, and digital innovations which make the government both responsible and accountable to common public. 

Mission

1.         Responsible Governance, Accountable Government and Citizen Friendly Approaches

                We have demonstrated an outstanding commitment to bridge the gap between             government and citizen through multiple ways a) A 24*7 Call centre is functional           where citizen can call to get government services at their homes. B) A facility is   enabled online to book requests C) Special hassle free citizen facilitation centres           are                 established across the state to help public. 

2.          Technology as tool to make governance design strong and public service delivery effective 

                Well sophisticated Customer Relationship Management (CRM) software is in place to manage and monitor citizen requests. Movement and progress of files            are         automatically tracked till the end of the process and updated to the applicant              through voice call/sms/e-mail. In order to assure timely reach of government                 representatives, geo tagging and time stamping is also                 incorporated.    Furthermore, anyone can complaint their grievance at PGMS        (Public Grievance           Monitoring System) for fast resolution.

                E-SLA is an innovative design by our team to ensure timely delivery of public                services. Once the Service Level Agreement             (SLA) is breached, alerts will     automatically pop up at the officers at different levels.  To give better customs                 experience and to improve        transparency, citizen    can file their questions                 through an online RTI portal. This information shall            be provided within 30 days.     Citizen can claim for     penalty for delays in such cases. 

3.         Professional excellence in programme management  

                A well qualified and experienced professional team is deployed to look after each        and        every aspect of the programme. The team will manage, monitor and evaluate        program on a regular basis. Required redesigning, reengineering and           restructuring required any will be taken up by this project management experts           to                 appropriate levels.

Delhi is the Capital of India and it the National Capital Territory (NCT). Hence the scheme catered to the demands of around two crore people of Delhi. Actions of Delhi government are easily getting the national attention.  Following the success of the doorstep delivery of public service scheme of the Delhi governments, many states started replicating the same. The programme is large in size, scale and impact as it covers 12 departments with hundred public services. Around one crore services are delivered every year which signifies the large impact of the system. It was observed that citizen has to visit government offices in an average of four times to get a service. One visit may cause up to four hours including commuting. Similar situations aroused to time and energy cost including absence from work. These repeated harassments tempt them to try their hand with bribes or to avail services of external agents like intermediary or touts. In such cases, a citizen had to spent additional amount of 1000-4000 an average.  This was also a nurtured a tout-driven system with corrupted officials.  Doorstep delivery scheme saved millions of man-hours and crores of amounts to the common people. One can imagine the time, money and energy save by the common public with the introduction of customer friendly service delivery system.

The scheme offers diverse services of revenue, transport, water, social welfare etc. Focus is on government to government services initially which can largely impact the lives of millions. The manpower involved in the programme is also nearly thousand except normal functionaries. The scheme is designed as a Public Private Partnership model where front end operations are being handled by an external agency while sovereign functions are handled by the government staffs. The governance system of the scheme is also an innovative model in government.