G2C are projects wherein the government directly interacts and serves the citizens thus, it usually includes land records, railway reservation and income tax
E-Registrations of land records
e-Registration Benefits
- Prevent under valuation of property
- Increase in revenue from land registrations
- Reduction in black economy effect
- Initiate urban real estate reforms
- Legalizing land ownerships and increase in number of land registrations
Benefits to the Registration Department
- Uniform and rationalized work procedures and norms for clear accountability for performance
- Generation of an Efficient MIS for better and fast decision-making and monitoring system
- Sustainable operation model through application of service charges
- Bring transparency in the system
- Faster processing of files and information resulting in efficient work
- Feedback analysis through grievances
- Reducing the interdependency
- A holistic citizen centric approach
- Training for requisite skill enhancement
- Better work environment
- Scope for addition of new value added services
Benefits to the citizens
- Delivery of all services within defined service levels
- Faster Registration process for Citizens
- An effective Grievance Redressal Mechanism
- Most services over the Counter or through web interface
- Reducing the visits to Governments departments
- Ease of availability of
- Property Valuation
- Application Status
- Information of court cases
- Single point of contact
- Easy accessibility
- Reducing travel time, waiting time and other coping costs
- Easy access with service delivery counters and website
- High Level of Convenience with Extended working hours
- Facility of multi-mode payment at convenient points
- Negligible Queuing
- Transparency in availing the services
- Good public facilities at the Registration Facilitation Centers
- Delivery of services in cost effective manner
E-Registration Application
- Centralized Architecture
- Biometric Based Login
- 1:1/1:N Finger Print Matching
- Revenue Leakage Validation
- Auto Fee Calculation
- Auto Property Valuation
- Benchmark Valuation Configuration
- OLR Act check for SC/ST Land Transaction
- Time to time Benchmark Update Alerts
- Exceptional Reports to Higher Authorities
- Revenue Collection Trends
- Under valuation cases restriction
- Work flow management
- Single page deed output
- Digital storage of Photograph, Biometric and Signature
- Digital storage of scanned document
- PDF Compression and Decompression
Indian Railways Reservation System
Till early 90s the train reservation system was manual. The issues faced by citizens were
- A normal citizen was expected to come to a particular counter to book a reservation
- Return reservation was a big challenge
- The confirmation of the seat was not possible instantly
- Speed money was very common to get a reservation due to non-transparency
Re-engineering the reservation gave citizen convenience as compared to earlier process
- Passengers can book any train from any booking location
- Information regarding the availability of seats is easily available
- Reservations can be made through website – a transparent system
- Railway Call Centre supported by Interactive Voice response System
Passport
Passport issuance to citizens was a very long process and the original system of passport issuance or renewal had issues like
- Queue Management system – Time taken for submission of the application was more than 2 hrs. Unclear guidelines and lack of awareness among applicants. Less number of counters for accepting applications. Seating arrangements not based on the number
- of transactions. Space constraints in the offices
- Infrastructure and public utilities – “Need for overall improvement in the public utilities such as Water, Canteen, Toilets, Seating arrangements etc.”
- Variations in service levels – Different service levels for processing applications
- Delay due to Police Verification Process – “Manual procedures for sending the applications for police verification leading to delay in the overall procedure”
A BPR exercise was carried out and the revised processes which were implemented, were
- Outsourcing of the front-end activities (Facilitation Centers) of the passport issuance system – No citizen needs to visit the back-office (i.e. the RPOs). Outsourcing for application submission, data entry, receipt of fees, verification of original documents and enquiry .
- Anywhere Anytime Application submission and real-time status tracking – Online submission, 24×7 through any internet facility (Internet Kiosk, Home). Real-time tracking through centralized system
- Linkage of the Passport office with a designated point at the police department – Auto-segregation of application details for police verification (Adverse and clear flagged separately). Automated update of the PV status- leading to reduction in overall processing. Automated reminder for clearance of pending reports
- Centralized back-office – Centralized printing of the passports for the Missions/Passport offices to control pendency. High quality fast printers for centralized back-office. Printing of e-Passports (Diplomats). Outsourcing of the centralized back-office.
- Exception handling for review / objection cases – Automatic escalation of the objection cases by the system. Objection cases-Police Adverse cases, PAC Check etc.