Door step delivery of Government Services

        

       

    It is not only Amazon or Swiggy or some other e-commerce platforms that address your needs at your Doorstep. Could you believe that a Government can also deliver services at your Doorstep?

                   

     You may be surprised to know that the Delhi government is now delivering 100 government services right at your doorstep. Aam Aadmi Party formed government in the National Capital Territory of Delhi in February 2015 for the second time, With Mr. Arvind Kejriwal as Chief Minister. Among the several policy initiatives of this young government, "Doorstep Delivery of Services" is one notable and milestone achievement along the way to demolish corruption

     The scheme was approved by the cabinet in November 2017. However, it took almost a year to be introduced to public. Officially the scheme came functioning on ground on 10th September 2018 after a much much struggle between the Elected government and Bureaucracy. The scheme was initiated with 40 government services in Phase One. Chief Minister Arvind Kejriwal who was present in the inaugural ceremony mentioned that "This scheme would first consist of only 40 government services by the Delhi Government, but will gradually offer 150 services to the people of National capital".

     Phase two of this scheme was introduced on August 2019, which added 30 more services, one-year past inauguration of this one of its kind Doorstep Delivery of services Scheme currently provides 100 services, as 30 more services were introduced into the system as Phase three on 13 Dec 2019.

Doorstep Delivery of Service - How it is structured?

1.     Dellites can dial 1076 to place a request for or to enquire about doorstep delivery of services.  

2.     The call center executive will examine the service to be provided and then give a list of documents required to avail of the service. In case documents are not available, an appointment will be fixed for providing the requires services

3.     All the appointments fixed in the day will be sent to the service provider (outsourced agency). A mobile Sahayak will be appointed and SMS will be sent to citizens with details of the service request, fees, etc.

4.     Sahayak will call the citizen to clarify the appointment and confirm the appointment time and reach the citizen at the appointed time.

5.     The Mobile Sahayak will then take details and supporting documents of the service requested from the citizen with the help of a mobile app and biometric authentication.

6.     Through the government portal, the Sahayak will enter details and upload the required documents. Physical documents will be provided for offline services or as required.

7.     For online services, payment will be made through the government payment gateway. A receipt will be provided via SMS or email to the citizen.

8.     At every stage, the citizen will be informed of the status of the application through SMS or the citizen may also check the application status online in the government portal.  

     This revolutionary initiative in governance has been successful for the last fifteen months. Now it includes 100 services from 14 government Departments. While briefing the media on the introduction of phase 3, Chief Minister Arvind Kejriwal mentioned " 2.89 lakh calls were received in 1076 call center for availing various public services, among them over 2.64 requests were disposed of with a success rate of 91%".

       An analysis of number of service requests received till the introduction of phase 3, reveals that the Revenue Department received the most number of requests i.e. 186269 which is almost 65% of total requests received, followed by  25%   of the overall services requests for Transport Department.

     Food and Civil supplies, Delhi Jal board, social welfare together contribute to about 8% of the total service requests received. Sc/ST welfare department, Labour Department, Women and Child Development Department, Higher Education and Tourism Department claim rest 2% of the service requests.

      Probably another 50 services will be added as phase 4 of this scheme in another six months.