tripura as is to be vol 2 27.11.09 doc

Ministry of Panchayati Raj

e-PRI Study Project - Phase III

Volume II

As – Is, Gap Identification and To - Be Process Report

for

Panchayati Raj Institutions

in

The State of Tripura

By

National Informatics Centre Services Inc.

November, 2009

e-PRI Study Project (Phase III) Vol. II - As-Is & To-Be Proc esses - Tripura

National Informatics Centre Services Inc of 228

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 Tripura, 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.



Table of Content 1. Scope and Approach of As – Is Study and To – Be Pro cess Design........................................ ..........................4

1.1. FINALIZED LIST OF SERVICES: ......................................................................................................... 8

1.1.1. Existing Services/Proposed Services........................................................................................... 8

2. PRI INTERNAL Function(s) As – Is and Gaps identific ation: ............................................. ..................................11

3. IT Applications:................................... ..............................................................................................................................30

4. As – Is Delivery Processes, Gaps and To – Be proces ses...................................................................................31

4.1. SERVICE 1: ISSUE OF BIRTH CERTIFICATE ............................................................................................... 31

4.2. SERVICE 2: ISSUE OF DEATH CERTIFICATE ............................................................................................. 40

4.3. SERVICE 3: ISSUE OF ROR-(REGISTER OF ORDINARY RESIDENCE) .......................................................... 50

4.4. SERVICE 4: ISSUE OF MARRIAGE CERTIFICATE ....................................................................................... 61

4.5. SERVICE 5 : APPLICATION FOR PENSION UNDER IGNOAPS(OLD AGE PENSION)...................................... 71

4.6. SERVICE 6: APPLICATION FOR PENSION UNDER IGNWPS (WIDOW PENSION) ........................................... 82

4.7. SERVICE 7: APPLICATION FOR PENSION UNDER IGNDPS ( DISABILITY PENSION) .................................... 91

4.8. SERVICE 8: APPLICATION FOR SCHEDULE CASTE CERTIFICATE............................................................. 101

4.9. SERVICE 9: APPLICATION FOR SCHEDULE TRIBE CERTIFICATE............................................................... 112

4.10. SERVICE 10: APPLICATION FOR OBC CERTIFICATE............................................................................... 123

4.11. SERVICE 11: APPLICATION FOR INCOME CERTIFICATE ........................................................................... 134

4.12. SERVICE 12: APPLICATION FOR RATION CARD....................................................................................... 146

4.13. SERVICE 13: APPLICATION FOR PRCT ................................................................................................. 157

4.14. SERVICE 14: APPLICATION FOR NON-CREAMY LAYER CERTIFICATE ....................................................... 167

4.15. SERVICE 15: APPLICATION FOR SURVIVOR CERTIFICATE ....................................................................... 177

4.16. SERVICE 16: TELEPHONE BILL PAYMENT .............................................................................................. 187

4.17. SERVICE 17: ELECTRICITY BILL PAYMENT ........................................................................................... 195

4.18. SERVICE 18: APPLICATION FOR LAND RECORDS COPY......................................................................... 203

4.19. SERVICE 19: APPLICATION FOR RTI ..................................................................................................... 212

4.20. SERVICE 20: NREGS – APPLICATION FOR JOB CARD, DEMAND FOR WORK ........................................... 221



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

A comprehensive As-Is Assessment was done to understand the functioning of the state Rural

Development and Panchayati Raj Department and other line departments, their operational and

organizational hierarchy, roles and responsibilities, services provided, Issues faced, Priority areas, IT

infrastructure available, Software applications availability, etc.

The consulting team of 3i Infotech Ltd. had meetings with the top officials of the respective and

Directorates and also had interviews and detailed discussions with the functional staffs in those

circles to understand the existing business processes and underlying activities of each function.

During this period 3i Infotech consultants did the following activities:

�� Identification of the Critical success factors (CSF) for service needs

�� Breakdown of the CSF into various process and sub-processes

�� Identification of Process boundaries and Process owners

�� Identification of disconnect and value adding process.

�� Determine the internal flow of information (initiator, recipient, format, and usage/purpose) and

approval mechanism considering the volumes, cycle time, queuing delays.

�� Study of the existing IT infrastructure

The following goals were kept in mind while capturing information for the As-Is Study of the project:

�� Information

••• Information flow within the Department

••• Availability of real time, relevant and reliable information to the senior management in

order to enable timely decision.

••• Complete visibility across all levels.

�� Technology

••• Use of ICT to improve service delivery standards within the department

••• Network connectivity at the Range Offices and Block Offices

••• Maintenance of central database to eliminate data redundancy

••• Generation of real time MIS reports to highlight areas of concern

�� Processes

••• Whether citizen facing processes are simple and customer friendly



••• Turnaround time for each transaction

••• The number of touch points for each transaction

••• Complete traceability across the entire process cycle

••• Whether there are built in mechanism within the processes to discourage corruption.

••• Interface with external government bodies and other departments.

�� Staffing & Skills

••• Whether there is required number of Forest staff for fulfilling its duties.

••• Whether the Forest personnel have the required training and skill sets for utilizing ICT

tools

�� Other Resources

••• Proposals / Plans to implement e-Governance initiatives to improve overall efficiency

of the Departments

••• Funding options to carry out e-Governance initiatives

••• Availability of Project Management and Program Management expertise to implement

projects.

Ministry of Panchayati Raj (MoPR) has entrusted the job of e-PRI Mission Mode Project to National

Informatics Centre Services Inc. (NIC-SI) to achieve the objective as under:

�� To carry out the comprehensive study the status of Panchayati Raj System in the state with

respect to devolution of Funds, Functions and Functionaries, Status of Activity Mapping

Document, Capacity Assessment, IT assessment etc.

�� To study the existing service delivery mechanism at the PRI levels and the identification of

new G2C, G2G services which can be delivered to the Citizens through the PRI framework.

�� To study the various Centrally Sponsored Schemes (CSS) and Central Sector Scheme with

respect to their planning, execution, implementation, monitoring and the accounting

mechanism followed in the state.

�� To identify the service needs of the various stakeholders like other line departments, citizens,

special groups, self help groups, NGOs, anagnwari & asha workers, etc..

�� To bring in e-Governance in the PRI framework and strengthen the Panchayats with sufficient

IT and NON-IT infrastructure along with the connectivity for the information flow to the top

level through various middle levels and the trained domain knowledge expert manpower with

the sufficient knowledge of ICT at the disposal of PRIs at various levels.



The main objective is to “Make all Government services accessible to the common man in his

locality, through common service delivery outlets and ensure efficiency, transparency & reliability of

such services to realize the basic needs of the common man”.

To achieve the mandated objective, following procedure was adopted to identify the government to

citizen services at various levels of PRIs:

To identify the services need of the citizen the first step was to identify the services provided by

Panchayat, which is available in most of the states through the Activity Mapping Document, which

gives the information on involvement of three tiers of PRI in different department & their activities.

Since this document is not prepared by the state RD department, the first draft of the services were

identified based on the discussion with officials of PR department.

The project envisages the study and subsequent re-engineering of the two broad categories of

services namely G2G services and G2C services. The project scope includes identification of 15

existing services to be identified for re-engineering for each state and 5 new services. The

methodology for the services identification can be given as follows:



Step1 :- Define broad list of services to be studied . This was done based on extensive

interactions with various levels of officials at the Center, including central line ministries and

conducting various surveys like departmental surveys, internet surveys, state based surveys etc. the

indicative list of services was recognize. The services identified at this step are the umbrella list of

services which were refined subsequently at the state level.

Step2 :- Define state specific list of services from the umbrella list of services finalized at the

central level based on interactions at the Central Ministry level. Further to identification of

approximately seventy services, the same was presented to the State Government for their

deliberation.

Step2 :- Consultation with line Departments:- After a series of discussions with the various line

departments at the state level and at the time of the state level workshop, the list was further

improved upon.

Step3 :- Consultation with District Officials: While carrying on the discussions with various officials

at the District level, consequently, the list was further improved upon considering several parameters

like volume of transactions, demand by the citizens during Gram Sabha and other informal

discussions, etc.

Step4 :- Consultation with Target Beneficiaries:- The Gram Sabha was organized at two places in

the Bhadarwah block of Doda district to understand the requirements of the citizens. At the end of

this robust exercise the list of 15 services were identified which can be delivered through the various

levels of PRI framework and specially through Gram Panchayats once they come into the existence.

Step5 :- Identification of services to be re-engineered, which consists of existing list of services and a

list of new services that would be identified for delivery to the citizens. These new services are

determined based on Information & Services needs assessment study at the panchayat levels,

interactions would then be done with the Ministry and State level officials during the process

reengineering phase to understand their requirements and prioritize the list of new services to be

delivered to the citizens.

Step6 :- Further to the completion of study on information & services needs of the various stake

holders, a district level workshop was organized wherein the officials of all the line departments were

present. The purpose of the workshop was to appraise the district administration to get the feedback

on the study report being submitted and the gaps identified during the study with respect to the

functioning PRIs, Based on the inputs received during the workshop the list of identified services was

further improved upon and finalized.



1.1. FINALIZED LIST OF SERVICES

Government to Citizen Services where first identified at State level during discussion with key

officials of State PR&RD departments. These services where further validated and improved

upon after discussion with Officials at Zila Parishad and Panchayat Samiti. Further the lists of

services were finalized based on services needs of citizens identified during Gram Sabha.

1.1.1. Existing Services/Proposed Services

The following list of services that were being delivered have been short listed on the basis of:

�� High no. of transactions

�� Demanded by the citizens during the Gram Sabha meetings

�� Mandated service by the Government of India

�� Service on the basis of criticality

�� Long procedure of a service

�� Shortage of manpowerReason for selecting the Services:

SR. NO.

EXISTING SERVICES

PRESENT SERVICE

DELIVERY LEVEL

INVOLVEMENT OF PRI

PROPOSED SERVICE

DELIVERY

REASON FOR SELECTING THE SERVICES

1. Birth Certificate Gram Panchayat

Complete

� Panchayat is fully involved to provide the Service

� Certificate is required for various other services

� Highly useful if database is integrate

� with other services like Ration Card, RoR

2. Death Certificate Gram

Panchayat Complete


� Certificate is required for various other services

� Highly useful if database integrate with other services like Ration Card, RoR

3. ROR-

(Register of orderly residence)

Gram Panchayat

Complete


� Certificate is basic requirement for various other services

� Highly useful if database integrate with other services like Ration Card, PRTC



SR. NO.

EXISTING SERVICES

PRESENT SERVICE

DELIVERY LEVEL

INVOLVEMENT OF PRI

PROPOSED SERVICE

DELIVERY


4. Marriage Certificate

SDM Partial

� Marriage Register is maintained by the Gram Panchayat, certificate delivery should be at GP level.

� Panchayat is already involved to provide the Service

� Certificate is basic requirement for various other services

� Highly useful if database integrate with other services like Ration Card, PRTC , election record

5. Application for Pension under IGNOAPS

Social Education

Department

Partial

� Villager demand to root this service through Panchayat

� Volume is sufficient to provide the service

� Address the basic need of the elderly and needy rural populace

6. Application for Pension under IGNDPS

Gram Panchayat

Partial



� Address the basic need of the elderly and needy rural populaces

7. Application for Pension under IGNWPS

Gram Panchayat

Partial



� Address the basic need of the elderly and needy rural populaces

8. NREGA-1.Job Card, 2. Demand for work

Gram Panchayat

Complete

� Panchayat is fully involved in service

� Volume is high � Transparency in system and

monitoring

9. Income Certificate SDM -

� Villager demand the services for the convenience

� Certificate is required for various other purpose and government jobs

10. Caste Certificate

–SC SDM Partial

Panchayat Samiti level

� Demand is very high by the citizen.

� Certificate is required for various other purpose and government jobs.

� Volume is high



SR. NO.

EXISTING SERVICES

PRESENT SERVICE

DELIVERY LEVEL

INVOLVEMENT OF PRI

PROPOSED SERVICE

DELIVERY


11. Caste Certificate –ST

SDM Partial Panchayat Samiti level



� Volume is high for the service

12. Caste Certificate –OBC

SDM Partial Panchayat Samiti level



� Volume is high for the service �

13. Non Creamy

Layer Certificate SDM -

� OBC community demands for the services

� Certificate is required for the government jobs

14. Ration Card SDM Ration

High volume of the services

15. PRCT- Permanent Residence Certificate of Tripura

SDM office

� residence certificate required to the citizens for many other services

� Villager demand this certificate to be deliver at GP level as frequency to visit SDM office is very high

� Transaction volume is high

16. Survivor Certificate

SDM office

Certificate is demanded by the villagers and Pradhan

17. Land Records-Map, Khatyan

Revenue department SDM office

Gram Panchayat

� High volume of transaction � Citizen required the document

frequently � Citizen have to visit the SDM

office several time to know the status of application

18. RTI/ Grievance redressal

Panchayat Samiti

Gram Panchayat

� Citzen demand the service at GP level

� Transparency in the system

19. Telephone Bill Block Gram Panchayat

High volume of transaction

20. Electricity Bill Block Gram Panchayat

High volume of transaction

Gram Panchayat

e-PRI Study Project (Phase III) Vol. I I - As-Is & To-Be Processes - Tripura


2. PRI INTERNAL Function(s) As – Is and Gaps identi fication:

This section describes the activities under various functions performed by PRIs and associated gaps. The functions are classified into the following

2 categories:

1. Primary Functions – These functions include G2G functional areas like planning, monitoring etc.

2. Common Functions – These are functions commonly performed by PRIs

Gaps / Issues / Improvement opportunities S. No.

Function Activity Description Mode Role and Responsibility IT Process People

Zilla Panchayat Primary Functions 1 Planning DPC is not

formed at ZP level in Tripura, however in Dhalai District DPC is formed for BRGF only.

Manual PR official , CEO ZP etc.

Plan Plus is only used for BRGF, use of this application or other specific application for Panchayat samiti and Gram Panchayat level annual planning would be useful, as well as hands on training is required for the Plan Plus application..

DPC is required at District level.





Planning approach is bottom to top, but Plan is consolidated at District level

Manual PR official , CEO ZP , Line department

Line department should upload scheme statistics, beneficiary statistics and progress report to district portal or website continuously.

Training to PR official and Line departmental official regarding Planning, use of Plan plus

2 Reporting Financial Progress / Expenditure reporting Physical Progress reporting

Gram Panchayat Secretery send monthly report to BDO At block level , dedicated CIC worker at BDO office feed the report. Block update the data under Management of Information System (MIS) and online reporting at block level and district level is maintained. MPR (Monthely progress report ) of schemes send to DM office and Monthly progress meeting held at District level of each department. Inspection report of RD Works are also to be submitted by the BDOs to DM along with monthly return online submission of MPR (both physical & financial) by the DM to RD department. Update of website All Development works should be posted on website and this should be updated at every month. Conducting of Social Audit on quarterly basic for RD schemes

PR official at ZP , PS and GP level CEO ZP and PR officials

Scope for IT enabled Reporting Updating of District web site and line department/scheme website on monthly basis MIS reporting and Planning application should capture monthly report data also . Previous month status report tracking mechanism should be IT enabled.

Guideline on website

management of NIC and if

possible web site certification

practices as per the STQC should

be followed.

Trained IT staff Website administrator responsible for updating the website should be identified at the departments





Physical verification of work by the PS and Pradhan. PS send report of progress of work with photographs to BDO

Updating of District web site and line department/scheme website on monthly basis

3 Implementation

� Inspection of RD schemes � Zila parishad is actively

involved in inspection of Panchayat scheme through its Inspectors or PO.

� Being a Secretery of Zila Parishad DPO monitor the Schemes of Panchayat Department and also review the report of Inspector and Panchayt officer and send it to CEO of zila parishad

� DPO ensure submission of Utilization certificate to the CEO of Zila parishad

� Apart from that The involvement of PRIs in function varies according to status of devolved fund, function and functionaries. In most CSS schemes, the role of PRIs is limited to review of implementation progress.

� Education (School) Zila Parishad shall have the power of supervision, control and monitoring of implementation of all the schemes/works of the Education (School Department) of Primary schools (Class I to V) within

Online mechanism to submit the utilization certification to officials at each level. All schemes of the department should be regularly updated by the department on the website or district portal, MIS report should be generate and send to CEO ZP and Ziladhipati for review at every month. MIS report of schemes and services should also generated for the concern Gram Panchayat and send to GP every Month. New scheme detail should be available online

Pradhan Should be able to Comment on all MIS report or Departmental report send to GP by the concerned department. This comment should directly go to ZP and CEO ZP for the recapitulation.





the jurisdiction of Zila Parishad and suggest for improvement/ DEO/DEO-in-charge shall be designated as ex-officio Deputy Executive Officer (School Education Department) in Zila Parishad within the Zila Parishad area and shall assist Zila Parishad for overall supervision/control/ monitor/implementation of different schemes. Education (Social Welfare & Social Education) Supervision and monitoring of the implementation of the plan. Animal resources department Supervision of veterinary, first aid, dispensaries, animal resource institutions in the zilla parishad Industries department Supervision of the programme of cottage and small industries

for citizen view in the local language. There is no application or a centralized database or any other mechanism for sharing data required for PRI between the various associated offices and the issuing authorities, which introduces a delay in the process. It should be centralize

4 Accounting

The PR Department uses Single Entry cash basis accounting system to maintain their accounts

Manual Accountant and DPO

Accounting application

Training of computer to staff and accountant

5 Monitoring ZP receives reports on physical & financial progress of development & welfare schemes from Block level

Scope for use of monitoring software like Priasoft & Rural Soft

Common Functions 1 Informatio

n Dissemination

Generation of Awareness programs about the Services / Schemes etc.

District Panchayat office, And district line department or Conducting Meetings Or Display board / Notice board

manual PR officials, Citizens, Community

Improvement: a. use of web

site in local language may be helpful for

Meeting of line department and PR department official at regular interval





getting the information

b. apart from website use of ICT through use of Community Radio may be great medium of information dissemination in Panchayat

and involvement of elected member of PRI should be made compulsorily

2 Collecting Taxes

Examples: # Collection of House Tax # Collection of Patta

Presently there is no Tax collection at each level of Panchayat, however there is provision of tax collection in Pachayat Act

Manual DPO Providing a Financial Module for Panchayat Software for accounting all the Financial Transaction e.g. Collections, payments etc.

Improvement Panchayat should collect at least minimum Tax for more involvement of citizen in the Panchayat raj institution

3 Generating own revenues

Examples: # Development fund # Sale of agricultural produce from common land

Presently there is no revenue collection at each level of Panchayat, however there is provision of revenue collection in Pachayat Act

Manual DPO Providing a Financial Module for Panchayat Software for accounting all the Financial Transaction e.g. Collections, payments etc.

Panchayat should collect revenue for self dependence and promote activity of self dependence training to people Promote cottage industry and tie up with State/Central schemes or Private partner for marketing of these cottage produce Tripura is very rich State in terms of Natural Herbs, Bamboo produce.





4 Record Management

Examples: # Maintenance of Pariwar registers # Maintenance of land records #File Management # File Numbering and Tracking # Archival of physical records and digital records # Security of records

All register are maintained in manual form. Office Management practice is not followed by the zila parishad.

5 Grievance Redressal

RTI Act DPO act as State Public Information officer at District Panchayat office and his appellate authority is Director Panchayat. CEO is SPIO at Zila Parishad Level and at the same time he is appellate authority for the Executive of Panchayat Samiti.

Manual Online RTI mechanism

6 Correspondence / Communication With Upper level, Attached and subordinate offices

# Forms for correspondence # Office Memo # Fax Facility # Office Order # Notice # Circular





# Telephonic Communications

7 Inventory / Asset Management

# Inventory Register # Asset Register

Asset Management by the proposed application

Block Panchayat Primary Functions 1 Planning Gramoday

scheme is initiated for Planning

Manual PR official , BDO Plan Plus is only used for BRGF, use of this application or other specific application for Panchayat samiti and Gram Panchayat level annual planning would be useful, as well as hands on training is required for the Plan Plus application.

Gramoday scheme should be implemented with the capacity building program

An Engineer service should be taken for the planning and monitoring purpose.

Planning approach is bottom to top , but Plan is consolidated at Panchayat samiti level

Manual PR official, BDO, Line department block level official.

Line department should upload scheme statistics, beneficiary statistics, and progress report to district portal or website continuously.

2 Reporting Financial Progress / Expenditure reporting

Gram Panchayat Secretary send monthly report to BDO At block level, dedicated CIC worker at BDO office feed the report.

Manual

PR official name and designation

Scope for IT enabled Reporting

Reporting





Physical Progress reporting

Block update the data under Management of Information System (MIS) and online reporting at block level and district level is maintained. MPR (Monthly progress report ) of schemes send to DM office and Monthly progress meeting held at District level of each department. Inspection report of RD Works are also to be submitted by the BDO s to DM along with monthly return Update of website All Development works should be posted on website and this should be updated at every month. Conducting of Social Audit on quarterly basic for RD schemes Physical verification of work by the PS and Pradhan. PS send report of progress of work with photographs to BDO

BDO and PR officials

Updating of District web site and line department/scheme website on monthly basis MIS reporting and Planning application should capture monthly report data also. Previous month status report tracking mechanism should be IT enabled. Updating of District web site and line department/scheme website on monthely basis

3 Implementation

� Inspection of RD schemes � Zila parishad is actively

involved in inspection of Panchayat scheme through its Inspectors or PO.

� Being a Secretary of Zila Parishad DPO monitor the Schemes of Panchayat

Manual Online mechanism to submit the utilization certification to officials at each level. All schemes of the

Pradhan Should be able to Comment on all





Department and also review the report of Inspector and Panchayt officer and send it to CEO of zila parishad

� DPO ensure submission of Utization certificate to the CEO of Zila parishad

Apart from that The involvement of PRIs in function varies according to status of devolved fund , function and functionaries . In most CSS schemes, the role of PRIs is limited to review of implementation progress. Education (School) Zila Parishad shall have the power of supervision, control and monitoring of implementation of all the chemes/works of the Education (School Department) of Primary schools (Class I to V) within the jurisdiction of Zila Parishad and suggest for improvement/ DEO/DEO-in-charge shall be designated as ex-officio Deputy Executive Officer (School Education Department) in Zila Parishad within the Zila Parishad area and shall assist Zila Parishad for overall supervision/control/ monitor/implementation of different schemes. Education (Social Welfare & Social Education) Supervision and monitoring of the implementation of the plan

department should be regularly updated by the department on the website or district portal, MIS report should be generate and send to CEO ZP and Ziladhipati for review at every month. MIS report of schemes and services should also generated for the concern Gram Panchayat and send to GP every Month. New scheme detail should be available online for citizen view in the local language. There is no application or a centralized database or any other mechanism for sharing data required for PRI between the various associated

MIS report or Departmental report send to GP by the concerned department. This comment should directly go to ZP and CEO ZP for the recapitulation.





Animal resources department Supervision of veterinary, first aid, dispensaries, animal resource institutions in the zilla parishad Industries department Supervision of the programme of cottage and small industries

offices and the issuing authorities, which introduces a delay in the process. It should be centralize

4 Accounting

The PR Department uses Single Entry cash basis accounting system to maintain their accounts

Manual Accountant and BDO

Accounting application

Training of computer to staff and accountant

5 Monitoring ZP receives reports on physical & financial progress of development & welfare schemes from Block level

Manual Scope for use of monitoring software like Priasoft & Rural Soft

Common Functions 1 Informatio

n Dissemination


Conducting Meetings Or Display board / Notice board

Manual PR officials, Citizens, Community

Improvement: a. use of web site

in local language may be helpful for getting the information

b. apart from website use of ICT through use of Community Radio may be great medium of information dissemination in Panchayat

Meeting of line department and PR department official at regular interval and involvement of elected member of PRI should be made compulsorily

2 Collecting Taxes

Examples: o Collection of

House Tax o Collection of

Patta


Manual BDO Providing a Financial Module for Panchayat Software for accounting all the

Improvement Panchayat should collect at least minimum Tax for more involvement





Financial Transaction e.g. Collections, payments etc.

of citizen in the Panchayat raj institution


Examples: o Development

fund o Sale of agricultural produce from common land


Manual BDO Providing a Financial Module for Panchayat Software for accounting all the Financial Transaction e.g. Collections, payments etc.

Panchayat should collect revenue for self dependence and promote activity of self dependence training to people Promote cottage industry and tie up with State/Central schemes or Private partner for marketing of these cottage produce Tripura is very rich State in terms of Natural Herbs, Bamboo produce.

4 Record Management

Examples: o Maintenance

of Pariwar registers

o Maintenance of land records

o File Management

o File Numbering and Tracking

o Archival of physical records and digital records

All register are maintained in manual form. Office Management practice is not followed by the Panchayat Samiti level.





o Security of records


RTI Act BDO act as State Public Information officer at Block Panchayat office and his appellate authority is CEO ZP CEO is SPIO at Zila Parishad Level and at the same time he is appellate authority for the Executive of Panchayat Samiti.

Manual Online mechanism


o Forms for correspondence

o Office Memo o Fax Facility o Office Order o Notice o Circular o Telephonic o Communicati

ons


Inventory Register Asset Register





Information Dissemination




Improvement: c. use of web site

in local language may be helpful for getting the information

d. apart from website use of ICT through use of Community Radio may be great medium of information dissemination in Panchayat


Gram Panchayat Primary Functions 1 Planning Gramoday scheme

is initiated for Planning But not use efficiently

Manual Pradhan,PS,Members

Plan Plus is only used for till Block level would be useful, as well as hands on training is required for the Plan Plus application.

Gramoday scheme should be implemented with the capacity building program

Planning is done at ward level, Planning approach is bottom to top,but Plan is consolidated at Gram Panchayat level, technical input is required

Manual PS,Pradhan. Line department should upload scheme statistics, beneficiary statistics and progress report to district portal or website continuously.

Technical assistance by line department

2 Reporting Financial Progress / Expenditure reporting

Gram Panchayat Secretary send monthly report to BDO At block level,

Panchayat secretery

Scope for IT enabled Reporting





Physical Progress reporting

dedicated CIC worker at BDO office feed the report. Block update the data under Management of Information System (MIS) and online reporting at block level and district level is maintained. MPR (Monthly progress report) of schemes send to DM office and Monthly progress meeting held at District level of each department. Inspection report of RD Works are also to be submitted by the BDO s to DM along with monthly return Update of website however PS send the report manually All Development works should be posted on website and this should be updated at every month. Conducting of Social Audit on quarterly basic for RD schemes Physical verification of

PS

Updating of District web site and line department/scheme website on monthly basis MIS reporting and Planning application should capture monthly report data also. Previous month status report tracking mechanism should be IT enabled. Updating of District web site and line





work by the PS and Pradhan PS send report of progress of work with photographs to BDO

department/scheme website on monthly basis

3 Implementation � Inspection of RD schemes

� Zila parishad is actively involved in inspection of Panchayat scheme through its Inspectors or PO.

� Being a Secretery of Zila Parishad DPO monitor the Schemes of Panchayat Department and also review the report of Inspector and Panchayt officer and send it to CEO of zila parishad

� DPO ensure submission of Utization certificate to the CEO of Zila parishad

Online mechanism to submit the utilization certification to officials at each level. All schemes of the department should be regularly updated by the department on the website or district

Pradhan Should

be able to Comment on all MIS report or Departmental

3





Apart from that The involvement of PRIs in function varies according to status of devolved fund, function and functionaries. In most CSS schemes, the role of PRIs is limited to review of implementation progress. Education (School) Zila Parishad shall have the power of supervision, control and monitoring of implementation of all the schemes/works of the Education (School Department) of Primary schools (Class I to V) within the jurisdiction of Zila Parishad and suggest for improvement/DEO/DEO-in-charge shall be designated as ex-officio Deputy Executive Officer (School Education Department) in Zila Parishad within the Zila Parishad area and shall assist Zila Parishad for overall supervision/control/ monitor/implementation

portal, MIS report should be generate and send to CEO ZP and Ziladhipati for review in every month. MIS report of schemes and services should also generated for the concern Gram Panchayat and send to GP every Month. New scheme detail should be available online for citizen view in the local language.

report send to GP by the concerned department.

This comment should directly go to ZP and CEO ZP for the recapitulation.





of different schemes. Education (Social Welfare & Social Education) Supervision and monitoring of the implementation of the plan Animal resources department Supervision of veterinary, first aid, dispensaries, animal resource institutions in the zilla parishad Industries department Supervision of the program of cottage and small industries

4 Accounting The PR Department uses Single Entry cash basis accounting system to maintain their accounts

Manual PS Accounting application

Training of computer and ICT to staff and accountant

Common Functions 1 Information

Dissemination Generation of Awareness programs about the Services / Schemes etc.



Improvement: a. use of web site in local language may be helpful for getting the information c. apart from

website use of ICT through use of Community

Meeting of line department and PR department official at regular interval and involvement of elected member of PRI should be made compulsorily.





Radio may be great medium of information dissemination in Panchayat

2 Collecting Taxes Examples: o Collection of

House Tax o Collection of

Patta



Improvement : Panchayat should collect minimum Tax for more involvement of citizen in the Panchayat raj institution


Examples: o Development

fund o Sale of

agricultural produce from common land



Panchayat should collect revenue for self dependence and promote activity of self dependence employment training to people and Promote cottage industry and tie up with State/Central schemes or Private partner for marketing of these cottage produce As Tripura is very rich State in terms of Natural Herbs, Bamboo produce.

4 Record Management

Examples: o Maintenance of

Pariwar registers o Maintenance of

land records o File Management o File Numbering

o All register are maintained in manual form.

o Office Management practice is not followed by the





and Tracking o Archival of

physical records and digital records

Panchayat Samiti level .


RTI Act BDO act as State Public Information officer at Block Panchayat office and his appellate authority is CEO ZP CEO is SPIO at Zila Parishad Level and at the same time he is appellate authority for the Executive of Panchayat Samiti.

Manual Online mechanism


o Forms for correspondence

o Office Memo o Fax Facility o Office Order o Notice o Circular o Telephonic

Communication


o Inventory Register

o Asset Register

Information Dissemination




Improvement: a. use of web site in local language may be helpful for getting the information b. apart from

website use of ICT through use






of Community Radio may be great medium of information dissemination in Panchayat

8. Information Dissemination




Improvement: a. use of web site in local language may be helpful for getting the information b. apart from website use of ICT through use of Community Radio may be great medium of information dissemination in Panchayat

Meeting of line department and PR department official at regular interval and involvement of elected member of RI should be made compulsorily

3. IT Applications: S. NO. NAME OF THE IT

APPLICATION DESCRIPTION MODULES DEPLOYMENT STATUS

1 Plan Plus Used for Decentralized planning at ZP level and Block Level

Deployed in 4 ZP, 40 PS



4. As – Is Delivery Processes, Gaps and To – Be pro cesses

4.1. Service 1: Issue of Birth certificate Gram Panchayat act as a registrar of Death and Birth at Gram Panchayat level and maintain register of death and birth, BDO is the key signatory of

the Birth Certificate and issue birth certificate, however he require support of Doctor certificate if the child born at hospital or if the child born at

Home, Pradhan and Asha worker certificate or endorsement is required. For the Birth registration, If the certificate is issued within 15 days of birth,

no fee is charged however if it is after 15 days. Rs.5 is charged against the certificate.

4.1.1. As – Is: Process Narration: Issue of Birth C ertificate Snapshot

Name of service Issuance of Birth Certificate

Process Owner

Gram Panchayat

Primary Actors (PR Officials, Citizens, etc.) Secondary Actors (Non – PR, Other Agencies if any, Line depts.)

Panchayat Secretary, BDO, Citizens Hospital

Process Input Process Output

o Application, o Transaction Charge / Cost (Rs 5 if it is after 15 days of birth) o Birth certificate

Service Delivery Time

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

Documents Involved

Registers o Register of Birth

Format o Application format

Legal documents (if service is mandated)

Others � Doctor certificate � Pradhan Endorsement � Asha karmi endorsement



4.1.1.1. As-Is Activity description Improvement Opportunities Step Activity Channel Documents

involved Mode Responsi

bility Gaps / Issues

Technology Process People 1 Citizen Fills up the

hardcopy of Application with Pradhan/Asha karmi endorsement and Docter Certificate

At GP Office

Application form Manual Citizen Online Application or use of e-forms with the PS authentication.

Citizens submits the form online

2 Panchayat Secretery Receives the form physically

At GP Office

Manual Panchayat Secretary

Form might get tampered or lost

Workflow would enable transfer of application/form directly to the concerned approving authority

GP officer receives the application online

3, Entry in Birth register as a registrar of Birth

At GP Manual Panchayat Secretary

On line register should be maintained

PS should made entry in register , which should be available online to BDO

4. Forwarding of register and Application format to BDO

At Panchayat Samiti Level

Doctor Certificate Pradhan endorsement


PS brings the register at block, probability of damage and other type of hazards are involved It is time taking process because visit of PS to BDO office is not certain.

Register should be available online to BDO Application should be available online to BDO as e-form All evidentiary/support document database should be available online as a scanned document.

Upload all the document at Gram Panchayat level

Panchayat secretary and

5. Endorsement of application by the Panchayat officer at Panchayat samiti and approval made by the BDO


Birth Register Application format Doctor Certificate Pradhan endorsement

Manual BDO office

Time taking process Use of digital signature PO and BDO

6. BDO sign the certificate and Birth register

At Panchayat Samiti level

Format of Birth Certificate Register of Birth

Manual BDO Use of digital signature BDO



4.1.1.2. As-Is Process Map:



4.1.2. To-Be: Process Narration: Issue of Birth Cer tificate Snapshot Name of service

Issuance of Birth Certificate

Process Owner

Gram Panchayat


Panchayat Secretery, Citizens


o Application,

� Doctor certificate

� Pradhan Endorsement

� Asha karmi endorsement

o Birth certificate


Prescribed delivery time (if any): e.g. 7 Days Actual delivery time: e.g. 2 weeks

Application and Databases Involved

Automated Components, systems, applications o Application

Databases o Birth register

Documents Involved

Registers o Birth and death register

Format o Application format (may be application on plain paper)


Others



4.1.2.1. To-Be Activity Description:

S. No.

Activity Channel Mode Responsibility Centre Expected Time (days)

1. The Applicant submits his request to the Panchayat Secretery. He may do this either

himself or by verbally requesting for a particular service and provided all details to the PS

as he fills up the form on the applicant’s behalf

GP Manual Citizen / Applicant

2. The Applicant will prove his identity using any of the valid ID proofs issued by any

Governmental agency, for example Voter ID card, PAN card etc.


3. The PS Would log into the system using his username and password and authenticating

his biometric identity to the system.

e-PRI application Manual Citizen / Applicant

4. The PS will receive the application request and select the relevant department’s section

on the application.

e-PRI application Manual Citizen / Applicant

5. The e-PRIA application would then load the requested service’s Application Form and

assigns it a Unique Application number.

e-PRI application

6. The PS then fills up the online form on behalf of the applicant and takes a photograph of

the applicant by a Webcam. This photo is attached to the Application Form.

e-PRI application Online Panchayat Secretary

7. The PS then takes out a printout of the filled up Application form and asks the Applicant to

verify the details mentioned on it.

GP Online Panchayat Secretary

8. If the Applicant wants something to be changed in the form, the PS will discard the Printed

form and make the changes on the online form and repeat the process until the Applicant

agrees with the printed copy.

GP Manual Panchayat Secretary

9. The Applicant, when satisfied with the contents of the printed Application Form, signs on it

or puts his thumb impression on it, and hands it back to the operator along with copies of

any required documents

GP Manual Applicant

10. The PS on receiving a manually signed printed copy of the form and the copies of the

documents, digitally signs the online form and submits the same

e-PRI application Online Panchayat Secretary

11. The ePRI application Imprints the Unique Application number and the ID details of the

Online

1 days



S. No.


Gram Panchayat on the form and saves it in the database.

12. The ePRI application then sends or forwards the Application to the selected authority and

generates a receipt for the Applicant

e-PRI application-

GP

Online

13. The PS takes a printout of the receipt and issues the same along with a copy of the

application to the Applicant


14. The Applicant receives the receipt and the printed copy of his application GP Manual Panchayat Secretary

15. Check the data base of birth and Death register e-PRI application-GP

Online Panchayat Secretary

16. If it is already available in record , mark it to BDO for issuing the certificate e-PRI application-GP


1 Days

17. If it is not issued previously, Check the supporting document and attach it for BDO office

validation (Scanned attachment depends on bandwidth of network otherwise it would be

send manually)

e-PRI application-

PS

Computeriz

e/Manual

Panchayat Secretary 1 Days

18. If scanned submission is not possible send it manually to Authority GP Manual Panchayat Secretary

19. BDO office validate it and BDO issue the certificate with its digital signature e-PRI application-

PS

Computeriz

e

BDO

20. After issuance the certificate it would save on Birth and death register database e-PRI application-

PS


21. Panchayat office receive the alert of issuance of certificate e-PRI application-

GP

Online

22. PS make printout it with validation of digital signature of BDO and deliver it to applicant

with the formal declaration that he validated the BDO digital signature

e-PRI application-

GP


2 Days



4.1.2.2. To-Be Process Map:



Pre- Requisites / Dependencies

� Centralized RBD(Register of Deaath & Birth) Database at the DP Level having integration with the ePRI Application.

Legal Changes:

• Use of Digital Signature as per IT Act 2000 is recommended • Acceptance of standardized e form by respective line departments. • Submission of e forms by the Panchayat Secretary with its digital signature on behalf of applicant. • Print out of digitally signed Certificate is recommended; here Legal transformation is required as Citizen require hard copy of certificates. Recommendations & Impact

Objectives 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 should depict Recommendations to address the gaps identified and impact of each on the objectives as listed

Objectives Recommendations O1 O2 O3 O4 O5

Process

Applicant come to Panchayat for the service, Panchayat secretary validate the identity of applicant and fill the online form on his behalf. √

if electronic signature is available of the applicant , PS get e signed the application by the applicant, otherwise he get printout of the application

and get manual sign of applicant on it and send to final authority for approval.

√ √ √

As per the proposed online approval and verification process, details are checked in the database for verification of credentials √ √

Digital signature should be used √ √ √

The printed copy will have a Unique ID and a website address where the original digitally signed document can be viewed.

Panchayat secretary should validate the authenticity of the printed copy of the digitally signed document and make the manual signature with stamp

stating the validation check.

√ √ √

People

Panchayat secretary should be able to validate the authenticity of applicant and submit the e form. √ √




Panchayat secretary should be able to deliver the certificate which is digitally signed by BDO , on this regard legal transformation is required . √

Technology

e-pri application host the form for the respective service and departments, it would be treated as form availability component √ √ √ √ √

use of electronic signature (Biometric or other method)(as per IT Act 2008 amendment)of applicant can be use to submit the e form however in

case of not possibility to use e signature , hard copy of application with manual signature or thumb impression would be send to signatory authority.

√ √ √

4.1.2.3. Expected MIS / Reports

Sr. No. Name of Report Description Report Users

1. Birth Statistics for a Given Month by Birth Type.

This report shall provide information on Birth (Live and Still) registered for a given month in each Gram

BDO, DPO, CEO, Planning and Statistics Department

4.1.2.4. Escalation Matrix

Level 1 Level 2 Level 3 S. No. Activity Description

Responsibility Center No. of

Days Designation No. of Days Designation No. of

Days Designation

1 Panchayat Secretary send the request to BDO office clerk

Panchayat Secretary 2 Panchayat Secretary 2 BDO

4.1.2.5. KPI, Critical Success Factors, Dependencie s S.N No.

KPI Name Description Method of calculation Unit of Measurement

Monitoring Authority

1 Service Delivery Time

Time required for registering a birth and getting a Birth certificate. This shall start from the time applicant submits the application to the PS till he get the certificate

Sum of time taken to complete the individual activities in the process. Different scenarios can also be considered like: Birth & Death already registered Late registration

Minutes/ Days Sarpanch / GP Secretary

2 Number of escalation

Number of escalations happening for and application in case of late/ very late registration

Sum of all escalations happening for an application in case of late / very late registration

Number Sarpanch / GP Secretary



4.2. Service 2: Issue of Death Certificate Panchayat act as a registrar of Death and Birth at Panchayat level and maintain the register of death and birth, BDO is the main signatory and issue

authority of death certificate however he require endorsement of Doctor if the patient death held at hospital or PMR by the doctor or if the death

occurred at Home, Pradhan and Asha worker certificate or endorsement is required on this behalf .if the certificate is issued within 15 days of birth ,

no fee is charged however if it is after 15 days Rs.5 is charged against the certificate.

4.2.1. As – Is: Process Narration: Issue of Death C ertificate Snapshot Name of service

Issuance of Death Certificate

Process Owner

Gram Panchayat


Panchayat Secretary, BDO, Citizens Hospital


o Application,

o Transaction Charge / Cost (Rs 5 if it is after 15 days of birth) o Death certificate


Prescribed delivery time (if any): -- 3 days Actual delivery time: e.g. 2 weeks

Documents Involved

Registers o Register of Death



Others � Doctor certificate � Pradhan Endorsement � Asha karmi endorsement



4.2.1.1. As-Is Activity description

Improvement Opportunities Step Activity Channel Documents involved

Mode Responsibility

Gaps / Issues Technology Process People

1 Citizen Fills up the hardcopy of Application with Pradhan/Asha karmi endorsement and Docter Certificate

At GP Office

Application form Manual Citizen Online Application or use of e-forms with the PS authentication.


Panchayat Secretary Applicant

2 Panchayat Secretery Receives the form physically

At GP Office





3. Entry in Death register as a registrar of Death

At GP Manual Panchayat Secretary

On line register should be maintained

PS should made entry in register , which should be available online to BDO

4. Forwarding of register and Application format to BDO


Doctor Certificate Pradhan endorsement


PS brings the register at block, probability of damage and other type of hazards are involved It is time taking process because visit of PS to BDO office is not certain.

Register should be available online to BDO Application should be available online to BDO as e-form All evidentiary/support document database should be available online as a scanned document.


Panchayat secretary and

5. Endorsement of application by the Panchayat officer at Panchayat samiti and approval made by the BDO


Death Register Application format Doctor Certificate Pradhan endorsement

Manual BDO office

Time taking process

Use of digital signature PO and BDO

6. BDO sign the certificate and Death register

At Panchayat Samiti level

Format of Death Certificate Register of Birth




4.2.1.3. To-Be: Process Narration: Issue of Death C ertificate Snapshot

Name of service

Issuance of Death Certificate

Process Owner

Gram Panchayat


Panchayat Secretary, Citizens


Application,

Doctor certificate

Pradhan Endorsement

Asha karmi endorsement

Death certificate





Databases o Death register

Documents Involved

Registers o Birth and death register



Others




S. No.


Remarks

1) The Applicant submits his request to the Panchayat Secretery. He may do this either by filling out a hardcopy of the form himself or by verbally requesting for a particular service and provided all details to the PS as he fills up the form on the applicant’s behalf


2) The Applicant will prove his identity using any of the valid ID proofs issued by any Governmental agency, for example Voter ID card, PAN card etc.


1 Day

3) The PS Would log into the system using his username and password and authenticating his biometric identity to the system.

e-PRI

application

Manual Citizen / Applicant

4) The PS will receive the application request and select the relevant department’s section on the application.

e-PRI

application


5) The e-PRIA application would then load the requested service’s Application Form and assigns it a Unique Application number.

e-PRI

application

6) The PS then fills up the online form on behalf of the applicant and takes a photograph of the applicant by a Webcam. This photo is attached to the Application Form.

e-PRI

application


7) The PS then takes out a printout of the filled up Application form and asks the Applicant to verify the details mentioned on it.


Same day

8) If the Applicant wants something to be changed in the form, the PS will discard the Printed form and make the changes on the online form and repeat the process until the Applicant agrees with the printed copy.


9) The Applicant, when satisfied with the contents of the printed Application Form, signs on it or puts his thumb impression on it, and hands it back to the operator along with copies of any required documents

GP Manual Applicant

10) The PS on receiving a manually signed printed copy of the form and the copies of the documents, digitally signs the online form and submits the same

e-PRI

application


11) The ePRI application Imprints the Unique Application number and the ID details of the Gram Panchayat on the form and saves it in the database.

Online

12) The ePRI application then sends or forwards the Application to the selected authority and generates a receipt for the Applicant

e-PRI

application-

Online

SAME DAY



S. No.


Remarks

GP

13) The PS takes a printout of the receipt and issues the same along with a copy of the application to the Applicant


14) The Applicant receives the receipt and the printed copy of his application GP Manual Panchayat Secretary

15) Check the data base of birth and Death register e-PRI application-GP


16) If it is already available in record , mark it to BDO for issuing the certificate

e-PRI application-GP

Online Panchayat Secretary DAY 2

17) If it is not issued previously , Check the supporting document and attach it for BDO office validation .

e-PRI

application-

PS

Computerize

/Manual

Panchayat Secretary

18) If scanned submission is not possible send it manually to Authority GP Manual Panchayat Secretary

19) BDO office validate it and BDO issue the certificate with its digital signature

e-PRI

application-

PS

Computerize BDO

20) After issuance the certificate it would save on Birth and death register database

e-PRI

application-

PS


21) Panchayat office receive the alert of issuance of certificate e-PRI

application-

GP

Online

22) PS make printout it with validation of digital signature of BDO and deliver it to applicant with the formal declaration that he validated the BDO digital signature

e-PRI

application-

GP

Manual Panchayat Secretary DAY 7




This section should include Pre requisites or dependencies required, if any for the functioning of the process

� Centralized Register of Birth and Death Database at the Zila Parishad Level having integration with the ePRI Application

Legal Changes

� Use of Digital Signature as per IT Act 2000 is recommended

� Acceptance of standardized e form by respective line departments.

� Print out of digitally signed Certificate is recommended; here Legal transformation is required as Citizen require hard copy of certificates.

Recommendations & Impact




Process

Applicant come to Panchayat for the service, Panchayat secretary validate the identity of applicant and fill the online

form on his behalf.

√

if electronic signature is available of the applicant , PS get e signed the application by the applicant, otherwise he get

printout of the application and get manual sign of applicant on it and send to final authority for approval.

√ √ √

As per the proposed online approval and verification process, details are checked in the database for verification of

credentials

√ √

Digital signature should be used √ √ √




The printed copy will have a Unique ID and a website address where the original digitally signed document can be

viewed.

Panchayat secretary should validate the authenticity of the printed copy of the digitally signed document and make the

manual signature with stamp stating the validation check.

√ √ √

People


Panchayat secretary should be able to deliver the certificate which is digitally signed by BDO , on this regard legal

transformation is required .

√

Technology

e-pri application host the form for the respective service and departments, it would be treated as form availability

component

√ √ √ √ √

use of electronic signature (Biometric or other method)(as per IT Act 2008 amendment)of applicant can be use to submit

the e form however in case of not possibility to use e signature , hard copy of application with manual signature or

thumb impression would be send to signatory authority.

√ √ √

4.2.1.6. Expected MIS / Reports Sr. No. Name of Report Description Report Users

1 Death Statistics for a Given Month This report shall provide information on Death

registered for a given month in each Gram

BDO, DPO, CEO, Planning and

Statistics Department

2. Number of escalation at each level CEO 3. Integration of Detail to PDS & Election department PDS and Election dept.





Responsibility Center

No. of Days Designation No. of

Days Designation No. of Days Designation

Submit to BDO clerk Panchayat Secretary 3 BDO

4.2.1.8. KPI, Critical Success Factors, Dependencie s

S. No. KPI Name Description Method of calculation Unit of Measurement


1 Service

Delivery

Time

Time required for registering a Death

and getting a death certificate. This

shall start from the time applicant

submits the application to the PS till

he get the certificate

Sum of time taken to complete the individual

activities in the process.

Different scenarios can also be considered like:

Birth & Death already registered

Late registration

Minutes/ Days Pradhan / GP

Secretary

2 Number of

escalation

Number of escalations happening for

and application in case of late/ very

late registration

Sum of all escalations happening for an

application in case of late / very late registration

Number Pradhan / GP

Secretary



4.3. Service 3: Issue of ROR-(Register of ordinary residence) Register of ordinary residence is available at Gram Panchayat level, entry in this register proves that the applicant is the resident of the particular

Gram Panchayat, it is primary entry in the GP level and endorsed by the Executive of the Panchayat Samiti, however before make entry in the

register the applicant have to submit application to the Gram Panchayat and GP approve it in the Gram Panchayat meeting by the formal resolution

of Panchayat.

4.3.1. As – Is: Process Narration: Issue of RoR Snapshot Name of service Entry in the RoR and receive Copy of RoR Process Owner Gram Panchayat Primary Actors (PR Officials, Citizens, etc.) Secondary Actors (Non – PR, Other Agencies if any, Line depts.) Panchayat Secretery, BDO, Citizens

Process Input Process Output o Application (plain paper) o Resolution of Gram Panchayat o Ration Card o Voter ID card o Transfer Certificate (in case of Transfer from other village and

Marriage)

o Copy of RoR

Service Delivery Time Prescribed delivery time (if any): -- Actual delivery time: e.g. 2 weeks

Documents Involved Registers o Registers of ordinary residence

Format o Application (plain paper)


Others

� Ration Card � Voter ID card � Transfer Certificate (in case of Transfer from other village

and Marriage � Resolution of Gram Panchayat



4.3.2. As-Is Activity Description:


Mode Responsibility


1 Citizen Fills up the Application to Gram Panchayat

At GP Office Application Manual Citizen Online Application or use of e-forms with the PS authentication.


PS

Applicant

2 Panchayat Secretery

Receives the form

physically

At GP Office Manual Panchayat

Secretary

Workflow would enable

transfer of application/form

directly to the concerned

approving authority

GP officer receives

the application

online

3 Application produce

in the Gram

Panchayat Meeting

At GP Application Manual Panchayat

Secretary

/Gram

Panchayat

Member

On line register should be

maintained

PS should made

entry in register , &

should be available

online to BDO

4 Resolution made by

the Gram Panchayat

At GP Manual Panchayat

Secretary

/Gram

Panchayat

Member

5 After Resolution entry

made in RoR

At GP Register of

ordinary

Residence

Manual PS Resolution

tracking for each

entry is difficult

6 Forwarding of

register to BDO

At Panchayat

Samiti Level

Manual Panchayat

Secretary

PS brings the

register at block,

probability of

damage and other

type of hazards

are involved

It is time taking

process because

visit of PS to BDO

Register should be available

online to BDO

Application should be

available online to BDO as e-

form

All evidentiary/support

document database should

be available online as a

scanned document.


Panchaya

t

secretary

and




Mode Responsibility


office is not

certain.

7 Endorsement of application by the Panchayat officer at Panchayat samiti and approval made by the BDO


Resolution of Gram Panchayat

Manual BDO office Time taking process

Use of digital signature PO and BDO

8 BDO make initial on

the RoR

At Panchayat

Samiti level

/BDO office




4.3.2.1. To-Be: Process Narration: Issue of RoR Snapshot Name of service

Issuance of ROR copy

Process Owner

Gram Panchayat


Panchayat Secretary, Citizens


� Ration Card

� Voter ID card

� Transfer Certificate (in case of Transfer from other village & Marriage

� Resolution of Gram Panchayat

o ROR copy





Databases o RoR register

Documents Involved

Registers o RoR register



Others




S. No.

Activity Channel Mode Responsibility Centre

Expected Time (days)

1) The Applicant submits his request to the Panchayat Secretery. He may do this either by filling

out a hardcopy of the form himself or by verbally requesting for a particular service and

provided all details to the PS as he fills up the form on the applicant’s behalf

GP Manual Citizen /

Applicant

2) The Applicant will prove his identity using any of the valid ID proofs issued by any


GP Manual Citizen /

Applicant

3) The PS Would log into the system using his username and password and authenticating his

biometric identity to the system.



4) The PS will receive the application request and select the relevant department’s section on the

application.



5) Application check the RoR databse about the applicant status if it is available PS would send it

to BDO for re issuance of copy of ROR



6) The e-PRIA application would then load the requested service’s Application Form and assigns

it a Unique Application number.



7) The PS then fills up the online form on behalf of the applicant and takes a photograph of the

applicant by a Webcam. This photo is attached to the Application Form.



8) The PS then takes out a printout of the filled up Application form and asks the Applicant to



9) If the Applicant wants something to be changed in the form, the PS will discard the Printed




10) The Applicant, when satisfied with the contents of the printed Application Form, signs on it or

puts his thumb impression on it, and hands it back to the PS along with copies of any required

documents

GP Manual Applicant

DAY 1



S. No.



11) The PS on receiving a manually signed printed copy of the form and the copies of the




12) The ePRI application Imprints the Unique Application number and the ID details of the Gram

Panchayat on the form and saves it in the database.



13) The ePRI application then sends or forwards the Application to the BDO and generates a

receipt for the Applicant


Online

14) The PS takes a printout of the receipt and issues the same along with a copy of the application

to the Applicant

GP Panchayat Secretary

15) The Applicant receives the receipt and the printed copy of his application GP Manual Panchayat Secretary

16) If it is not available check the Compliance register for next GP meeting and resrve it for GP

resolution.

GP Computerize Panchayat

Secretary

SAME DAY

17) After resolution , mark it to BDO for issuing the certificate e-PRI application-GP


18) If it is not issued previously , Check the supporting document and attach it for BDO office

validation .

GP Computerize/ Manual

Panchayat

Secretary

19) If scanned submission is not possible send it manually to Authority GP Manual Panchayat Secretary

20) BDO office validate it with its digital signature e-PRI application-PS

Computerize BDO

21) After issuance the certificate it would save on ROR register database e-PRI application-PS

Computerize Panchayat

Secretary

22) Panchayat office receive the alert of issuance of certificate e-PRI application-GP

Online BDO

23) PS make printout it with validation of digital signature of BDO and deliver it to applicant with the

formal declaration that he validated the BDO digital signature


DAY 7




� Centralized ROR Database at the BP Level having integration with the ePRI Application

Legal Changes • Use of Digital Signature as per IT Act 2000 is recommended • Acceptance of standardized e form by respective line departments. • Print out of digitally signed Certificate is recommended, here Legal transformation is required as Citizen require hard copy of

certificates. Recommendations & Impact




Process

Applicant come to Panchayat for the service, Panchayat secretary validate the identity of applicant and fill the online form on his

behalf.

√

If entry is already in ROR database , PS directly send it to BDO for issuance of certificate otherwise it reserve for GP resolution ,

online Compliance register should be maintained which show the next proposed meeting of Panchayat .

√ √ √

if electronic signature is available of the applicant , PS get e signed the application by the applicant otherwise he get printout of the

application and get manual sign of applicant on it and send to final authority for approval.

√ √ √

As per the proposed online approval and verification process, details are checked in the database for verification of credentials √ √ √ v


Panchayat secretary should validate the authenticity of the printed copy of the digitally signed document and make the manual

√ √ √




signature with stamp stating the validation check.

People


Panchayat secretary should be able to deliver the certificate which is digitally signed by BDO , on this regard legal transformation is

required .

v √

Technology

1. e-pri application host the form for the respective service and departments, it would be treated as form availability component √ √ √ √ √

use of electronic signature (Biometric or other method)(as per IT Act 2008 amendment) of applicant can be use to submit the e form

however in case of not possibility to use e signature, hard copy of application with manual signature or thumb impression can be

send to signatory authority.

√ v √

Incremental database and online register should be maintained, ROR should be integrate with death and birth register for automatic

updation.

√ √ √



4.3.2.4. Expected MIS / Reports Sr. No.

Name of Report Description Report Users

1. RoR entry should be integrate with Death & birth

register

if entry would be made on death register, ROR should be automatically updated BDO, DPO, CEO, Planning and

Statistics Department

4.3.2.5. 5.3.2.4 Escalation Matrix **


Responsibility

Center No. of Days Designation No. of


1. Send application to Panchayat Extension officer Panchayat Secretary 2 PEO 2 BDO

2. PEO verifies the detail and send it to BDO PEO 2 BDO

** does not include time of meeting held by Gram Panchayat

4.3.2.6. KPI, Critical Success Factors, Dependencie s S.

No. KPI Name Description Method of calculation Unit of

Measurement Monitoring Authority

1 Service

Delivery

Time

Time required for registering a ROR. This shall start

from the time applicant submits the application to the

PS till he get the copy of RoR

Sum of time taken to complete the individual activities in the

process.


Already entry in RoR


Secretary

2 Number of

escalation

Number of escalations happening for and application in

case of late/ very late registration

Sum of all escalations happening for an application in case of

late / very late registration

Number Pradhan / GP

Secretary



4.4. Service 4: Issue of Marriage Certificate

Register of Marriage is available at Gram Panchayat level, after verification at Gram Panchayat, Panchayat Secretary make the entry in to the

Marriage register at Gram Panchayat and send the application to the Sub divisional Magistrate for the issuance of certificate. After formal

verification SDM issue the certificate to the applicant.

4.4.1. As – Is: Process Narration: Issue of Marriag e Certificate Snapshot Name of service

Issue of Marriage Certificate

Process Owner

Gram Panchayat

Primary Actors (PR Officials, Citizens, etc.) Secondary Actors (Non – PR, Other Agencies if any, Line deptts.)

Panchayat Secretery, Citizens Sub Divisional Magistrate


o Application (format)

o Date of Birth Certificate/Mark sheet of High School o Marriage Certificate


Prescribed delivery time (if any): -- Actual delivery time: e.g. 2 weeks

Documents Involved

Registers o Registers of Marriage

Format o Application


Others o Date of Birth Certificate



4.4.1.1. As-Is Activity description:


Mode Responsibility


1 Citizen Fills up the

Application to Gram

Panchayat

At GP Office Application Manual Citizen Online Application or

use of e-forms with the

PS authentication.

Citizens submits the

form online

PS

Applicant

2 Panchayat Secretery

Receives the form

physically

At GP Office Manual Panchayat

Secretary

Workflow would enable

transfer of

application/form directly

to the concerned

approving authority

GP officer receives

the application

online

3 After verification entry

made in Marriage

Register and endorse

the Application

At GP Register of

Marriage

Manual PS

4 Forwarding of

Application to SDM

office

At GP level Manual Citizen Citizen send the

application to SDM

only for signature,

however Register is

maintained at Gram

Panchayat level so It is

time taking process.

Upload all the

document at Gram

Panchayat level

Panchay

at

secretary

and

5 SDM signs the

certificate

At SDM

office

Manual SDM Time taking process Use of digital signature

6 Applicant receives the

Certificate from the

Certificate Desk of

SDM office

At SDM

office

Manual SDM

office

Dispatch

Clerk

BDO



4.4.1.3. To-Be: Process Narration: Issue of Marriag e Certificate Snapshot Name of service Issuance of Marriage Certificate

Process Owner

Gram Panchayat


Panchayat Secretary, Citizens SDM


� Application (format) � Date of Birth Certificate/Mark sheet of High School � Marriage card � Pradhan or other evidence endorsement

o Marriage certificate





Databases o Marriage register

Documents Involved

Registers o Marriage register



Others




S. No.



1. The Applicant submits his request to the Panchayat Secretery. He may do this either by filling out a

hardcopy of the form himself or by verbally requesting for a particular service and provided all

details to the PS as he fills up the form on the applicant’s behalf

GP Manual Citizen /

Applicant

2. The Applicant will prove his identity using any of the valid ID proofs issued by any Governmental

agency, for example Voter ID card, PAN card etc.

GP Manual Citizen /

Applicant

3. The PS Would log into the system using his username and password and authenticating his


e-PRI

applicatio

n-GP

Manual Citizen /

Applicant

4. The PS will receive the application request and select the relevant department’s section on the

application.

e-PRI

applicatio

n-GP

Manual Citizen /

Applicant

5. Application check the Marriage register databse about the applicant status if it is available PS would

send it to SDM for re issuance of copy of marriage certificate


Online

6. The e-PRI application would then load the requested service’s Application Form and assigns it a

Unique Application number.


Online

7. The PS then fills up the online form on behalf of the applicant and takes a photograph of the




8. The PS then takes out a printout of the filled up Application form and asks the Applicant to verify the

details mentioned on it.


9. If the Applicant wants something to be changed in the form, the PS will discard the Printed form and

make the changes on the online form and repeat the process until the Applicant agrees with the

printed copy.


Computerize

Panchayat Secretary

10. The Applicant, when satisfied with the contents of the printed Application Form, signs on it or puts

GP Manual Applicant

DAY 1



S. No.



his thumb impression on it, and hands it back to the PS along with copies of any required

documents

11. The PS on receiving a manually signed printed copy of the form and the copies of the documents,

digitally signs the online form and submits the same



12. The ePRI application Imprints the Unique Application number and the ID details of the Gram

Panchayat on the form and saves it in the database.

e-PRI application

Online

13. The ePRI application then sends or forwards the Application to the SDM office and generates a

receipt for the Applicant


Online

14. The PS takes a printout of the receipt and issues the same along with a copy of the application to

the Applicant

GP Manual Panchayat Secretery

15. The Applicant receives the receipt and the printed copy of his application GP Manual

16. If it is not issued previously , Check the supporting document and attach it for SDM office validation

.


Computerize/Manual

Panchayat Secretary

17. If scanned submission is not possible send it manually to Authority GP Manual

18. SDM office validate it with its digital signature e-PRI application-SDM

Online BDO

19. After issuance the certificate it would save on Marriage register database e-PRI application-SDM


20. Panchayat office receive the alert of issuance of certificate e-PRI application-GP

Online

DAY 3 AND 4

21. PS make printout it with validation of digital signature of BDO and deliver it to applicant with the

formal declaration that he validated the BDO digital signature


DAY 7




This section should include Pre requisites or dependencies required, if any for the functioning of the process

• Centralized Marriage certificate Database at the BP Level having integration with the e PRI Application Legal Changes

• Use of Digital Signature as per IT Act 2000 is recommended • Acceptance of standardized e form by respective line departments. • Legal requirement of the applicant signing on the application form/ usage of Panchayat secretary digital signature for submission of the

digital form • Print out of digitally signed Certificate is recommended; here Legal transformation is required as Citizen require hard copy of certificates. Recommendations & Impact




Process

Applicant come to Panchayat for the service, Panchayat secretary validate the identity of applicant and fill the online form on his behalf. √

If entry is already in Marriage database , PS directly send it to SDM for issuance of certificate otherwise √ √ √

PS validiadate the supporting document and make provisional entry in the Marriage database √ √ √ √

if electronic signature is available of the applicant , PS get e signed the application by the applicant otherwise he get printout of the application and

get manual sign of applicant on it and send to final authority for approval.

√ √ √

As per the proposed online approval and verification process, details are checked in the database for verification of credentials √ √ √ √

SDM issue digitally signed certificate √ √ √




Panchayat secretary should validate the authenticity of the printed copy of the digitally signed document and make the manual signature with

stamp stating the validation check.

√ √ √ √ √

People

Panchayat secretary should be able to validate the authenticity of applicant and submit the e form. √

Panchayat secretary should be able to deliver the certificate which is digitally signed by SDM , on this regard legal transformation is required .

Technology


use of electronic signature (Biometric or other method)(as per IT Act 2008 amendment)of applicant can be use to submit the e form however in

case of not possibility to use e signature , hard copy of application with manual signature or thumb impression would be send to signatory

authority.

√ √ √

Incremental database and online register should be maintained, Marriage register should be integrate with RoR and PDS register for automatic

updation.

√ √ √ √ √

4.4.1.6. Expected MIS / Reports Sr. No. Name of Report Description Report Users

1 Marriage register entry should be integrate with RoR, PDS and Election register

if entry would made on marriage register , ROR should be automatically updated.


2. Monthly Report BDO, DPO, CEO, Planning and Statistics Department




Level 1 Level 2 S. No. Activity Description

Responsibility

Center No. of Days Designation No. of Days Designation

1 Send the application to SDM certificate desk Panchayat secretary 2 SDM desk 2 SDM

2 Send the application to SDM after initial verification SDM certificate Desk 2 SDM


S. No.



1. Service

Delivery Time

Time required for registering a ROR. This shall start

from the time applicant submits the application to

the PS till he get the copy of RoR

Sum of time taken to complete the individual activities

in the process.


Already entry in Marriage register


Secretary

2. Number of

escalation

Number of escalations happening for and

application in case of late/ very late registration

Sum of all escalations happening for an application in

case of late / very late registration

Number Pradhan / GP

Secretary



4.5. Service 5 : Application for Pension under IGNO APS(Old Age Pension) This function is fully devolved at Gram Panchayat level but due to overburden of Panchayat it is performed by Social Education Department from

December 2008 ,Director decided the quota of the beneficery at block level and send it to CDPO, Panchayat samiti decides quota of each Gram

Panchayt on the basis of quota Supervisor of Social education department receives the application from the applicant at gram Panchayat level and

validate it , he send the applicant list to the Gram Panchayat and GP select the beneficiary through the resolution , Supervisor send this list to

CDPO office which is at Block level , CDPO consolidate the list and send beneficiary list to Directorate for approval, Director approve the list and

accordingly send the fund to the CDPO office, CDPO disburse the pension through its supervisor to the beneficiary. Normally beneficiary gets

pension through Bank however if beneficiary account is not available it may be by Cash also.

4.5.1. As – Is: Process Narration: Old Age Pension Snapshot Name of service

Application for Pension under IGNOAPS

Process Owner

Citizen , Gram Panchayat


Citizen, Gram Pradhan ,Supervisor of Social education department CDPO


o Application (format) o BPL o Proof of Age

o Pension for Old Age

Service Delivery Time Prescribed delivery time (if any): -- Actual delivery time: e.g. 2 weeks Documents Involved Registers Format o Application Legal documents (if service is mandated)

Others � Date of Birth Certificate � BPL card � Resolution of Gram Panchayat



4.5.1.1. As-Is Activity Description: Improvement Opportunities Step Activity Channel Document

s involved Mode Responsibility Gaps / Issues

Technology Process People 1 Supervisor inform to GP

about the quota

Gram Panchayat and

Supervisor of Social

Education Department

Supervisor It is Top to

bottom

approach;

however bottom

to top approach

is required.

2 Citizen Fills up the

Application to





Application Manual Citizen Online

Application or

use of e-forms

with the PS

authentication.

Citizens

submits

the form

online

PS

Applican

t

3 After scrutinizing the

application he send list

of all applicant to Gram

Panchayat

Gram Panchayat Applicants

List

Manual Supervisor

4 Gram Panchayat select

the beneficiary in its

meeting through

resolution

Gram Panchayat Applicants

List

Manual Gram

Panchayat



5 Supervisor receive the

list from GP and send it

to CDPO office



Beneficiar

y List at

Gram

Panchayat

Manual Supervisor It is time taking

process

Workflow would

enable transfer

of

application/form

directly to the

concerned

approving

authority

GP officer

receives

the

application

online

6 CDPO send the list to

directorate for the

approval and fund

disbursement , Director

release the fund

accordingly

Beneficiar

y List

Manual CDPO Time taking

process

7 CDPO transfer the fund

in the beneficiary

account or if account is

not available give it to

Supervisor to provide

the beneficiary

Manual CDPO/Supervi

sor

SMS alert at the

time of transfer



4.5.1.3. To-Be: Process Narration: Old Age Pension Snapshot Name of service

Issuance of Pension

Process Owner

Gram Panchayat


Panchayat Secretery, Citizens CDPO, Director Social Education


� Application (format) � BPL � Proof of Age

o Pension


Prescribed delivery time (if any): e.g. 1 week Actual delivery time: e.g. 4 weeks



Databases o Pension register

Documents Involved

Registers o BPL card o Proof of Age



Others




S. No. Activity Channel Mode Responsibility Centre


Remarks

1. The Applicant submits his request to the Panchayat Secretery. He may

do this either by filling out a hardcopy of the form himself or by verbally

requesting for a particular service and provided all details to the PS as he

fills up the form on the applicant’s behalf

GP


2. The Applicant will prove his identity using any of the valid ID proofs

issued by any Governmental agency, for example Voter ID card, PAN

card etc.


3. The PS Would log into the system using his username and password and

authenticating his biometric identity to the system.



4. The PS will receive the application request and select the relevant

department’s section on the application.



5. Application send alert to CDPO e-PRI application

Online

6. The e-PRI application would then load the requested service’s Application

Form and assigns it a Unique Application number.

e-PRI application

Online

7. The PS then fills up the online form on behalf of the applicant and takes a

photograph of the applicant by a Webcam. This photo is attached to the

Application Form.



8. The PS then takes out a printout of the filled up Application form and asks

the Applicant to verify the details mentioned on it.


9. If the Applicant wants something to be changed in the form, the PS will

discard the Printed form and make the changes on the online form and

repeat the process until the Applicant agrees with the printed copy.


10. The Applicant, when satisfied with the contents of the printed Application

Form, signs on it or puts his thumb impression on it, and hands it back to

the PS along with copies of any required documents

GP Manual Applicant

11. The PS on receiving a manually signed printed copy of the form and the Online Panchayat

Day 1





Remarks

copies of the documents, digitally signs the online form and submits the

same

Secretary

12. The ePRI application Imprints the Unique Application number and the ID

details of the Gram Panchayat on the form and saves it in the database.

e-PRI application

online

13. The ePRI application then sends or forwards the Application to the CDPO


e-PRI application

Online

14. The PS takes a printout of the receipt and issues the same along with a

copy of the application to the Applicant

GP Panchayat Secretery

15. The Applicant receives the receipt and the printed copy of his application GP

Same DAY

16. Sector super wiser screened the application and send it to CDPO along

with supporting document

GP Manual Supervisor Day 2

17. CDPO validate it with its digital signature e-PRI application-PS

Online CDPO Day 3

18. CDPO send the list of benificery to Director office e-PRI application-PS

Online CDPO

19. Director approve the list and sanctioned the amount e-PRI application-PS

Online Director ** Day 5

20. CDPO receive the sanctioned amount and transfer it to beneficiary

account

Bank Online /manual CDPO

21. Respective Panchayat receive the alert that Pension is being transferred

to the beneficiary account


Online CDPO

Day 6

22. PS inform the beneficiary on notice board that pension has been released GP Manual Panchayat Secretary

Day 7

** More time may be taken at Directorate level




Legal Changes

Use of Digital Signature as per IT Act 2000 is recommended Acceptance of standardized e form by respective line departments. Legal requirement of the applicant signing on the application form/ usage of Panchayat secretary digital signature for submission of the digital form Recommendations & Impact

Objectives

O1 – Transparency & Accountability

O2 – Improved Decision Making

O3 – Improved Service Delivery to Citizens

O4 – Internal Process Improvement (PRIs)

O5 – Convenience to Govt. Employees


Objectives Recommendations

O1 O2 O3 O4 O5

Process

Applicant come to Panchayat for the service, Panchayat secretary reserve the application for Gram Panchayat

beneficiary selection.

√

After beneficiary selection application send alert to CDPO , and send e form to CDPO , however Sector supervisor collect

the hard copy of application and after scrutinizing send it to CDPO office

√ √ √

List of beneficiary should be send online to director of social education office and when director approve the sanctioned

amount alert should come to CDPO office

√ √

CDPO issue the sanctioned amount to beneficiary account , alert come to respective Gram Panchayat √ √ √

People


CDPO should be accountable to the Gram Panchayat directly and send alert of issuance of Pension to GP




O1 O2 O3 O4 O5

Technology

e-Pri application host the form for the respective service and departments, it would be treated as form availability

component

√ √ √ √ √


the e form however in case of not possibility to use e signature , hard copy of application with manual signature or thumb

impression would be send to signatory authority.

√ √ √ √ √

Incremental database and online register should be maintained. Pension register should be integrate with Death register

for deletion of name

√ √ √ √ √



1. List of beneficiary to whom Pension is released and send

by CDPO to Gram Panchayat

BDO, DPO, CEO, Planning and Statistics

Department, Gram Panchayat

2 List of new applicant Director, CDPO,BDO




Level 1 Level 2 Level 3 S.

No. Activity Description

Responsibilit

y Center No. of Days Designation No. of

Days Designation No. of Days

Designation

1 Panchayat Secretary Provide the list of beneficiary to

the Supervisor of social education

PS 2 CDPO

2 After scrutinizing Supervisor send the list to the

CDPO

Department

supervisor

2 CDPO 2 Director of Social Education Department

3 CDPO send list to Director of Social education CDPO 2 Director of

Social Education

Department




1. Service

Delivery

Time

This shall start from the time applicant

submits the application to the PS till he

get the pension




• Already receiving the pension

• New application


Secretary

2 Selection of beneficiary depend on Gram Panchayat meeting



4.6. Service 6: Application for Pension under IGNW PS (widow pension) This function is fully devolved at Gram Panchayat level but due to overburden of Panchayat it is performed by Social Education Department from

December 2008 , at the State Directorate level Director decided the quota of the beneficiary for the block level and send it to CDPO of concerned

block, Panchayat samiti at block decides quota of each Gram Panchayat on the basis of this quota Supervisor of Social education department

receives the application from the applicant at gram Panchayat level and validate it , he send the applicant list to the Gram Panchayat where Member

of GP select the beneficiary through the resolution , after selection , Superviser of concerned GP send this list to CDPO office which is at Block

level , CDPO consolidate the list and send beneficiary list to Directorate for approval, Director approve the list and accordingly send the fund to the

CDPO office, CDPO disburse the pension through its supervisor to the beneficiary. Normally beneficiary gets pension through cheque however if

beneficiary account is not available it may be by Cash also.

4.6.1. As – Is: Process Narration: Widow Pension Snapshot

Name of service

Application for Pension under IGNWPS

Process Owner




Process Input Process Output o Application (format) o MoM of findings Gram Panchayat meeting o BPL Card o Death certificate of Husband

o Pension for Widow


Prescribed delivery time (if any): -- Actual delivery time: e.g. 2 weeks Documents Involved

Registers Format o Application Legal documents (if service is mandated)

Others � BPL card � Death Certificate of Husband � Resolution of Gram Panchayat



4.6.1.1. As-Is activity description:


Mode Responsibility


1. Supervisor inform to GP about the quota

Gram Panchayat and Supervisor of Social Education Department

Manual Supervisor It is Top to bottom approach; however bottom to top approach is required.

2. Citizen Fills up the Application to Supervisor of Social Education Department

Supervisor of Social Education Department

Application Manual Citizen Online Application or use of e-forms with the PS authentication.


PS Applicant

3. After scrutinizing the application he send list of all applicant to Gram Panchayat

Gram Panchayat Applicants List Manual Supervisor

4. Gram Panchayat select the beneficiary in its meeting through resolution

Gram Panchayat Applicants List Manual Gram Panchayat

5. Supervisor receive the list from GP and send it to CDPO office


Beneficiary List at Gram Panchayat

Manual Supervisor It is time taking process



6. CDPO send the list to directorate for the approval and fund disbursement , Director release the fund accordingly

CDPO Beneficiary List Manual CDPO Time taking process

7. CDPO transfer the fund in the beneficiary account or if account is not available give it to Supervisor to provide the beneficiary

CDPO Manual CDPO/Supervisor



4.6.1.3. To-Be: Process Narration: Widow Pension Snapshot Name of service

Issuance of Pension

Process Owner

Gram Panchayat


Panchayat Secretery, Citizens CDPO, Director Social Education


� Application (format) � BPL card � Death Certificate of Husband � Resolution of Gram Panchayat

o Pension






Documents Involved

Registers

� BPL card

� Death Certificate of Husband




Others




S. No.



Remarks

1. The Applicant submits his request to the Panchayat Secretery. He may do

this either by filling out a hardcopy of the form himself or by verbally

requesting for a particular service and provided all details to the PS as he

fills up the form on the applicant’s behalf


2. The Applicant will prove his identity using any of the valid ID proofs issued

by any Governmental agency, for example Voter ID card, PAN card etc.





4. The PS will receive the application request and select the relevant

department’s section on the application.

GP


5. Application send alert to CDPO Online

6. The e-PRI application would then load the requested service’s Application

Form and assigns it a Unique Application number.


photograph of the applicant by a Webcam. This photo is attached to the

Application Form.


8. The PS then takes out a printout of the filled up Application form and asks

the Applicant to verify the details mentioned on it.

Panchayat Secretary

9. If the Applicant wants something to be changed in the form, the PS will

discard the Printed form and make the changes on the online form and

repeat the process until the Applicant agrees with the printed copy.




the PS along with copies of any required documents

Manual Applicant

11. The PS on receiving a manually signed printed copy of the form and the

copies of the documents, digitally signs the online form and submits the

same

GP


Day 1



S. No.



Remarks

12. The ePRI application Imprints the Unique Application number and the ID

details of the Gram Panchayat on the form and saves it in the database.

13. The ePRI application then sends or forwards the Application to the CDPO


Online

14. The PS takes a printout of the receipt and issues the same along with a

copy of the application to the Applicant

Panchayat Secretery

15. The Applicant receives the receipt and the printed copy of his application GP Manual

Same DAY

16. Sector supervisor screened the application and send it to CDPO along with

supporting document.

Manual Supervisor Day 2**

17. CDPO validate it with its digital signature BP Online CDPO Day 3

18. CDPO send the list of beneficiary to Director office BP Online CDPO

19. Director approve the list and sanctioned the amount BP Online Director ** Day 5

20. CDPO receive the sanctioned amount and transfer it to beneficiary account BP Online /manual

CDPO

21. Respective Panchayat receive the alert that Pension is being transferred to

the beneficiary account

GP Online CDPO

Day 6


Day 7

**Not include the time taken to send application by the Supervisor to CDPO




Legal Changes

� Use of Digital Signature as per IT Act 2000 is recommended

� Acceptance of standardized e form by respective line departments.

� Legal requirement of the applicant signing on the application form/ usage of Panchayat secretary digital signature for submission of the digital

form


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



Process

Applicant come to Panchayat for the service, Panchayat secretary reserve the application for Gram Panchayat beneficiary selection. √

After beneficiary selection application send alert to CDPO , and send e form to CDPO , however Sector supervisor collect the hard copy of application and after scrutinizing send it to CDPO office

√ √ √ √

List of beneficiary should be send online to director of social education office and when director approve the sanctioned amount alert should come to CDPO office

√ √

CDPO issue the sanctioned amount to beneficiary account , alert come to respective Gram Panchayat √

People



Technology


use of electronic signature (Biometric or other method)(as per IT Act 2008 amendment)of applicant can be use to submit the e form however in case of not possibility to use e signature , hard copy of application with manual signature or thumb impression would be send to signatory authority.

√ √ √

Incremental database and online register should be maintained. Pension register should be integrate with Death register for deletion of name





1 List of beneficiary to whom Pension is released send by CDPO to Gram Panchayat

BDO, DPO, CEO, Planning and Statistics Department, Gram Panchayat




Responsibility Center No. of

Days Designation No. of Days Designation No. of

Days Designatio

n

1 Panchayat Secretary Provide the list of beneficiary to

the Supervisor of social education

PS 2 CDPO

2 After scrutinizing Supervisor send the list to the CDPO Department

supervisor

2 CDPO

3 CDPO send list to Director of Social education CDPO 2 Director of Social


4.6.1.8. KPI, Critical Success Factors, Dependencie s S. No. KPI Name Description Method of calculation Unit of


1 Service

Delivery Time

Time required for registering for Pension. This

shall start from the time applicant submits the

application to the PS till he get the Pension

Sum of time taken to complete the individual activities in the process.


• New application for Pension

• Pension to old pensioner

Minutes/ Days Pradhan /

GP

Secretary

2 Time taken by Panchayat for beneficiary selection



4.7. Service 7: Application for Pension under IGN DPS ( Disability Pension) This function is fully devolved at Gram Panchayat level but due to overburden of Panchayat MOPR has transfer the function to Social Education now

it is performed by Social Education Department since December 2008 ,Director of Social education decided the quota of the beneficiary for each

block level and send it to the CDPO of concerned block, Panchayat samiti decides quota of each Gram Panchayt on the basis of quota Supervisor

of Social education department receives the application from the applicant at gram Panchayat level and verify and validate it , he send the applicant

list to the Gram Panchayat and GP select the beneficiary through the resolution of Panchayat , Supervisor send this list to CDPO office which is at

Block level , CDPO consolidate the list and send beneficiary list to Directorate for approval, Director approve the list and send the fund to the CDPO

office, CDPO disburse the pension through its supervisor to the beneficiary. Normally beneficiary gets pension through cheque however if beneficiary

account is not available it may be by Cash also.

4.7.1. As – Is: Process Narration: Disability Pensi on Snapshot Name of service

Application for Pension under IGNDP Process Owner





o Application (format) o MoM of findings Gram Panchayat meeting o BPL Card

Disability Certificate

o Disability Pension

Service Delivery Time Prescribed delivery time (if any): -- 7 days** Actual delivery time: e.g. 2 weeks Documents Involved Registers Format o Application Legal documents (if service is mandated)

Others � BPL card � Disability Certificate � Resolution of Gram Panchayat

** Depend on GP meeting



4.7.1.1. As-Is activity description: Improvement Opportunities Step Activity Channel Documents

involved Mode Responsibilit

y Gaps / Issues

Technology Process People 1. Supervisor inform to

GP about the quota Gram Panchayat and Supervisor of Social Education Department

Manual Supervisor It is Top to bottom approach; however bottom to top approach is required.

2. Citizen Fills up the Application to Supervisor of Social Education Department


Application Manual Citizen Online Application or use of e-forms with the PS authentication.


PS Applicant

3. After scrutinizing the application he send list of all applicant to Gram Panchayat

Gram Panchayat Applicants List Manual Supervisor

4. Gram Panchayat select the beneficiary in its meeting through resolution

Gram Panchayat Applicants List Manual Gram Panchayat

5. Supervisor receive the list from GP and send it to CDPO office


Beneficiary List at Gram Panchayat

Manual Supervisor It is time taking process Workflow would enable transfer of application/form directly to the concerned approving authority


6. CDPO send the list to directorate for the approval and fund disbursement , Director release the fund accordingly

CDPO Beneficiary List Manual CDPO Time taking process

7. CDPO transfer the fund in the beneficiary account or if account is not available give it to Supervisor to provide the beneficiary

CDPO Manual CDPO/Supervisor



4.7.1.3. To-Be: Process Narration: Disability Pensi on Name of service

Issuance of Pension

Process Owner

Gram Panchayat


Panchayat Secretary, Citizens CDPO, Director Social Education


� Application (format)

� BPL card

� Disability certificate


o Pension






Documents Involved

Registers

� BPL card

� Death Certificate of Husband




Others



4.7.1.4. 5.7.2.1 To-Be Activity Description:



Remarks


by filling out a hardcopy of the form himself or by verbally requesting for a particular

service and provided all details to the PS as he fills up the form on the applicant’s

behalf








26. The PS will receive the application request and select the relevant department’s

section on the application.

GP


27. Application send alert to CDPO Online

28. The e-PRI application would then load the requested service’s Application Form and



photograph of the applicant by a Webcam. This photo is attached to the Application

Form.


30. The PS then takes out a printout of the filled up Application form and asks the

Applicant to verify the details mentioned on it.

Panchayat Secretary

31. If the Applicant wants something to be changed in the form, the PS will discard the

Printed form and make the changes on the online form and repeat the process until

the Applicant agrees with the printed copy.


32. The Applicant, when satisfied with the contents of the printed Application Form,

signs on it or puts his thumb impression on it, and hands it back to the PS along with

copies of any required documents

Manual Applicant

33. The PS on receiving a manually signed printed copy of the form and the copies of

the documents, digitally signs the online form and submits the same

GP GP


Day 1





Remarks

34. The ePRI application Imprints the Unique Application number and the ID details of

the Gram Panchayat on the form and saves it in the database.

35. The ePRI application then sends or forwards the Application to the CDPO generates

a receipt for the Applicant

Online



Panchayat Secretery

37. The Applicant receives the receipt and the printed copy of his application

Same DAY

38. Sector supervisor screened the application and send it to CDPO along with

supporting document .

Sector Supervisor Manual Supervisor Day 2**

39. CDPO validate it with its digital signature CDPO office

Online CDPO Day 3

40. CDPO send the list of benificery to Director office Online CDPO

41. Director approve the list and sanctioned the amount Online Director ** Day 5

42. CDPO receive the sanctioned amount and transfer it to beneficiary account

CDPO office

Online /manual

CDPO

43. Respective Panchayat receive the alert that Pension is being transferred to the

beneficiary account

e PRI Application GP

Online CDPO

Day 6


Day 7




Legal Changes

� Use of Digital Signature as per IT Act 2000 is recommended � Acceptance of standardized e form by respective line departments. � Legal requirement of the applicant signing on the application form/ usage of Panchayat secretary digital signature for submission of the

digital form





Process

Applicant come to Panchayat for the service, Panchayat secretary reserve the application for Gram Panchayat beneficiary

selection.

√

After beneficiary selection application send alert to CDPO , and send e form to CDPO , however Sector supervisor collect

the hard copy of application and after scrutinizing send it to CDPO office

√ √ √ √

List of beneficiary should be send online to director of social education office and when director approve the sanctioned

amount alert should come to CDPO office

√ √

CDPO issue the sanctioned amount to beneficiary account , alert come to respective Gram Panchayat √

People






Technology

e-pri application host the form for the respective service and departments, it would be treated as form availability

component

√ √ √ √ √


the e form however in case of not possibility to use e signature , hard copy of application with manual signature or thumb

impression would be send to signatory authority.

√ √ √

Incremental database and online register should be maintained. Pension register should be integrate with Death register

for deletion of name

√ √ √ √ √



1 List of beneficiary to whom Pension is released send by CDPO to Gram Panchayat

BDO, DPO, CEO, Planning and Statistics Department, Gram Panchayat

2 Integration with Death register and its reconciliation BDO, DPO, CEO, Planning and Statistics Department, Gram Panchayat




Level 1 S. No. Activity Description

Responsibility

Center No. of Days Designation

1 Panchayat Secretary Provide the list of beneficiary to the

Supervisor of social education

PS 2 CDPO

2 After scrutinizing Supervisor send the list to the CDPO Department

supervisor

2 CDPO

3 CDPO send list to Director of Social education CDPO 2 Director of Social Education Department


S. No.




Time required for registering for Pension. This shall start from the time applicant submits the application to the PS till he get the Pension

Sum of time taken to complete the individual activities in the process. Different scenarios can also be considered like:

• New application for Pension • Pension to old pensioner

Minutes/ Days Pradhan / GP Secretary



4.8. Service 8: Application for Schedule Caste Cer tificate Application for caste certificate is issued by the SDM, however applicant need to endorsed the application from the Gram Pradhan After endorsing

the application he submit it to SDM office for internal processing , SDM office send the application to SC Committee at Panchayat Samiti level, BDO

act as a convener and Secretary of committee. The committee scrutinize the application and if find suitable send it to SDM with its

recommendation, as a final point SDM approve it and issue the certificate to the applicant.

4.8.1. As – Is: Process Narration: Schedule Caste C ertificate Snapshot Name of service

Scheduled Caste Certificate

Process Owner

Citizen


Citizen SDM


� Application (format) � Gram Pradhan Endorsement on Application � Age Certificate � Caste certificate of Father � PRT Certificate � Copy of ROR

o Caste Certificate



Documents Involved

Registers Format o Application Legal documents (if service is mandated)

Others

� Gram Pradhan Endorsement on Application � Age Certificate � Caste certificate of Father � PRT Certificate � Copy of ROR



4.8.1.1. As-Is Activity description Improvement Opportunities Ste

p Activity Channel Documents involved Mode Responsibilit

y Gaps / Issues

Technology Process People 1. Citizen fill the application

form and get it endorsed by the Gram Pradhan

Gram Panchayat

Application Manual Citizen

2. Citizen submit the form at SDM office

SDM office

Gram Pradhan Endorsement on

Application

Age Certificate

Caste certificate of Father

PRT Certificate Copy of ROR

Manual Citizen Citizen Have to go to Sub Division which may be 20 to 30 km from Gram Panchayat

Online Application or use of e-forms with the PS authentication.


PS Applicant

3. SDM office Send the Application to the SC Committee for Scrutiny and approval

SDM office

Gram Pradhan Endorsement on

Application

Age Certificate

Caste certificate of Father

PRT Certificate Copy of ROR

Manual SDM office Certificate Clerk

SDM office send it to Committee which is at Panchayat Samiti (Block) , it takes time and there is chance to miss the support document enclosed with application

4. SC Committee scrutinize

the application and

provide its approval

Committee at Panchayat Samiti

Manual BDO as a

Secretary

and

convener of

Committee

Committee meting

interval is not defined,

some time it take long

time

5. If SC committee find any

deficiency , BDO as a

secretary of committee

inform the Panchayat

secretary of the applicant

village about the

particular deficiency

Panchay

at Samiti

and

Gram

Panchay

at

Manual BDO it take time , as it

depend on visit of PS

at BDO office.



Improvement Opportunities Step

Activity Channel Documents involved Mode Responsibility


6. PS inform the applicant

about the deficiency in the

application

Gram

Panchay

at

Manual Panchayat

Secretary

Due to work schedule,

PS is reluctant to give

such type of

information to citizen.

7. BDO send the approved

application to SDM office

for the signature and

dispatch

Panchay

at Samiti

office

Approved applications manual BDO

8. SDM certificate division

dispatch the Certificate

SDM office

Caste Certificate Manual SDM Applicant visit again

and again to track the

certificate



4.8.1.3. 5.8.2 To Be: Process Narration: Schedule Caste Certificate Snapshot Name of service

Issuance of Caste Certificate

Process Owner

Gram Panchayat


Panchayat Secretery, Citizens SDM, Committee



o Caste certificate





Databases o Caste register

Documents Involved

Registers o Caste register



Others




S. No.



1. The Applicant submits his request to the Panchayat Secretery. He may do this either by

filling out a hardcopy of the form himself or by verbally requesting for a particular service

and provided all details to the PS as he fills up the form on the applicant’s behalf





3. The PS Would log into the system using his username and password and authenticating his


On line Panchayat Secretary

4. The PS will receive the application request and select the relevant department’s section on

the application.


5. Application check the caste register databse about the applicant status if it is available PS

would send it to SDM for re issuance of copy of Caste certificate





7. The PS then fills up the online form on behalf of the applicant and takes a photograph of the


Online Panchayat

Secretary



Manual Panchayat

Secretary




Manual Panchayat

Secretary

DAY 1


or puts his thumb impression on it, and hands it back to the PS along with copies of any

required documents

GP

Manual Applicant



e-PRI

application-GP

Online Panchayat

Secretary

12. The ePRI application Imprints the Unique Application number and the ID details of the Gram

e-PRI Online

SAME DAY



** interval between Committee meeting is not included

Panchayat on the form and saves it in the database. application-GP

13. The ePRI application then sends or forwards the Application to the SDM office and


e-PRI

application-GP

Online



GP Manual Panchayat

Secretary

15. The Applicant receives the receipt and the printed copy of his application

GP Manual Panchayat

Secretary

16. If it is not issued previously , Check the supporting document and attach it for SDM office

validation. (Scanned attachment is depend on bandwidth of network otherwise it would be

send manually)

e-PRI

application-GP

Comput

erize/Ma

nual

Panchayat

Secretary

17. If scanned submission is not possible send it manually to SDM office GP Manual Panchayat

Secretary

18. SDM office validate it and Send to Committee at Block level

( if bandwidth support scanned document send it online otherwise send manually)

SDM Manual/

Online

SDM office Day 2

19. Committee check the application and if there is any discrepancy send it respective

Panchayat

SDM Office Online BDO

20. If committee is satisfied , recommend SDM to issue the certificate SDM Office Online BDO

Day 3**

21. SDM issue the certificate with his digital signature e-PRI

application-SDM

Online SDM

22. After issuance the certificate it would save on Caste register database e-PRI

application

Online SDM office

23. Panchayat office receive the alert of issuance of certificate e-PRI

application-GP

Day 5

24. PS make printout it with validation of digital signature of BDO and deliver it to applicant with

the formal declaration that he validated the BDO digital signature

GP Panchayat

Secretary

Day 7




This section should include Pre requisites or dependencies required, if any for the functioning of the process Centralized Caste certificate Database

at the BP Level having integration with the ePRI Application Block level committee meting interval, which is held ones in month. Legal Changes

Use of Digital Signature as per IT Act 2000 is recommended � Acceptance of standardized e form by respective line departments. � Legal requirement of the applicant signing on the application form/ usage of Panchayat secretary digital signature for submission of the

digital form � Print out of digitally signed Certificate is recommended, here Legal transformation is required as Citizen require hard copy of certificates. Recommendations & Impact

Objectives

O1 – Transparency & Accountability

O2 – Improved Decision Making

O3 – Improved Service Delivery to Citizens

O4 – Internal Process Improvement (PRIs)

O5 – Convenience to Govt. Employees



Process


behalf.

√

If entry is already in Caste certificate database , PS directly send it to SDM for issuance of certificate otherwise √ √ √

PS validiadate the supporting document and if electronic signature is available of the applicant , PS get e signed the application by the

applicant otherwise he get printout of the application and get manual sign of applicant on it and send to final authority for approval.

√ √ √

As per the proposed online approval and verification process, details are checked in the database for verification of credentials √ √ √ √ √

Details send to BDO office for further committee approval, committee may require further verification or supporting document




committee can send online notice to respective Panchayat

If committee approve the application , online send it to SDM for issuing the certificate . SDM digitally sign the certificate and send it to

respective GP

√ √ √ √




√ √ √

People


Panchayat secretary should be able to deliver the certificate which is digitally signed by SDM , on this regard legal transformation is

required .

√ √ √

Technology

use of electronic signature (Biometric or other method)(as per IT Act 2008 amendment)of applicant can be use to submit the e form

however in case of not possibility to use e signature , hard copy of application with manual signature or thumb impression would be

send to signatory authority.

Incremental database and online register should be maintained. √ √ √ √

4.8.1.6. Expected MIS / Reports Sr. No. Name of Report Description

1. Monthly Report Number of applicant and certificate issued BDO, DPO, CEO, Planning and Statistics Department




Level 1 S. No. Activity Description

Responsibility Center

No. of Days Designation

1 PS send the application to SDM SDM 1 SDM certificate Desk

2 SDM send it to block level Committee approval BDO 15* SDM

*Committee meeting held ones in a month.


S. No.

KPI Name Description Method of calculation Unit of Measurement Monitoring Authority

1 Service Delivery Time Time required for registering a Certificate. This shall start from the time applicant submits the application to the PS till he get the copy of RoR


• Block level Committee meting interval




4.9. Service 9: Application for Schedule Tribe Cert ificate Application for caste certificate is issued by the SDM, however applicant need to endorsed the application from the Gram Pradhan. After endorsing

the application he submit it to SDM office for internal processing , SDM office send the application to ST Committee at Panchayat Samiti level, BDO

act as a convener and Secretary of committee. The committee scrutinizes the application and if find suitable send it to SDM with its

recommendation, as a final point SDM approve it and issue the certificate to the applicant

4.9.1.1. As – Is: Process Narration: Scheduled Trib e Certificate Snapshot Name of service

Scheduled Tribe Certificate

Process Owner

Citizen

Primary Actors (PR Officials, Citizens, etc.) Secondary Actors (Non – PR, Other Agencies if any, Line depts.) Citizen SDM

Process Input Process Output � Application (format) � Gram Pradhan Endorsement on Application � Age Certificate � Caste certificate of Father � PRT Certificate � Copy of ROR

o Caste Certificate

Service Delivery Time Prescribed delivery time (if any): -- Actual delivery time: e.g. 4 weeks

Documents Involved

Registers



Others




4.9.1.2. As-Is Activity description


Mode Responsibility Gaps / Issues Technology Process People

1. Citizen fill the application form and get it endorsed by the Gram Pradhan

Gram Panchayat Application Manual Citizen


SDM office Gram Pradhan

Endorsement

on Application

Age Certificate

Caste certificate

of Father

PRT Certificate

Copy of ROR

Manual Citizen Citzen Have to go to Sub Division which may be 20 to 30 km from Gram Panchayat



PS Applicant

3. SDM office Send the Application to the ST Committee for Scrutiny and approval

SDM office

Gram Pradhan

Endorsement

on Application

Age Certificate

Caste certificate

of Father

PRT Certificate

Copy of ROR



4. ST Committee scrutinize the application and provide its approval


Manual BDO as a Secretary and convener of Committee

Committee meting interval is not defined, some time it take long time

5. If committee find any deficiency , BDO as a secretary of committee inform the Panchayat

Panchayat Samiti and Gram Panchayat

Manual BDO it take time , as it depend on visit of PS at BDO office.





secretary of the applicant village about the particular deficiency

6. PS inform the applicant about the deficiency in the application

Gram Panchayat Manual Panchayat Secretary

Due to work schedule, PS is reluctant to give such type of information to citizen.

7. BDO send the approved application to SDM office for the signature and dispatch

Panchayat Samiti office

Approved applications

manual BDO

8. SDM certificate division dispatch the Certificate

SDM office Caste Certificate

Manual SDM Applicant visit again and again to track the certificate

SMS Alert



4.9.1.4. To-Be: Process Narration: Scheduled Tribe Certificate Snapshot Name of service


Process Owner

Gram Panchayat





o Caste certificate






Documents Involved




Others







filling out a hardcopy of the form himself or by verbally requesting for a particular


behalf









on the application.


5. Application check the caste register databse about the applicant status if it is available

PS would send it to SDM for re issuance of copy of Caste certificate





7. The PS then fills up the online form on behalf of the applicant and takes a photograph

of the applicant by a Webcam. This photo is attached to the Application Form.


8. The PS then takes out a printout of the filled up Application form and asks the Applicant

to verify the details mentioned on it.



Printed form and make the changes on the online form and repeat the process until the

Applicant agrees with the printed copy.


10. The Applicant, when satisfied with the contents of the printed Application Form, signs

on it or puts his thumb impression on it, and hands it back to the PS along with copies

of any required documents

GP

Manual Applicant

Day 1



** Committee meeting time schedule is not included






Online



Online




15. The Applicant receives the receipt and the printed copy of his application Manual Panchayat Secretary

16. If it is not issued previously, Check the supporting document and attach it for SDM office validation.

SDM

Computerize/Manual

Panchayat Secretary

17. If scanned submission is not possible send it manually to SDM office GP office Manual Panchayat Secretary

Day 2

18. SDM office validate it and Send to Committee at Block level (if bandwidth support scanned document send it online otherwise send manually)

SDM Manual/Online

SDM office Day 3

19. Committee check the application and if there is any discrepancy send it respective Panchayat

SDM Office Online BDO

20. If committee is satisfied , recommend SDM to issue the certificate SDM Office Online BDO

21. SDM issue the certificate with his digital signature e-PRI application-SDM

Online SDM Day 5

22. After issuance the certificate it would save on Caste register database e-PRI application

Online SDM office

23. Panchayat office receive the alert of issuance of certificate e-PRI application-SDM

Online

24. PS make printout it with validation of digital signature of BDO and deliver it to applicant with the formal declaration that he validated the BDO digital signature


Day 7




This section should include Pre requisites or dependencies required, if any for the functioning of the process Centralized Caste certificate Database

at the BP Level having integration with the ePRI Application Block level committee meting interval , which is held ones in month .

Legal Changes

� Use of Digital Signature as per IT Act 2000 is recommended � Acceptance of standardized e form by respective line departments. � Print out of digitally signed Certificate is recommended; here Legal transformation is required as Citizen require hard copy of certificates.





Process

Applicant come to Panchayat for the service, Panchayat secretary validate the identity of applicant and fill

the online form on his behalf.

√

If entry is already in Caste certificate database , PS directly send it to SDM for issuance of certificate

otherwise

√ √ √

PS validiadate the supporting document and if electronic signature is available of the applicant , PS get e

signed the application by the applicant otherwise he get printout of the application and get manual sign of

applicant on it and send to final authority for approval.

√ √ √

As per the proposed online approval and verification process, details are checked in the database for √




verification of credentials

Details send to BDO office for further committee approval, committee may require further verification or

supporting document committee can send online notice to respective Panchayat

√ √ √

If committee approve the application , online send it to SDM for issuing the certificate . SDM digitally sign

the certificate and send it to respective GP

√ √ √ √

The printed copy will have a Unique ID and a website address where the original digitally signed document

can be viewed.

Panchayat secretary should validate the authenticity of the printed copy of the digitally signed document

and make the manual signature with stamp stating the validation check.

√ √ √

People


Panchayat secretary should be able to deliver the certificate which is digitally signed by SDM , on this

regard legal transformation is required .

√ √ √

Technology

use of electronic signature (Biometric or other method)(as per IT Act 2008 amendment)of applicant can be

use to submit the e form however in case of not possibility to use e signature , hard copy of application with

manual signature or thumb impression would be send to signatory authority.

√ √ √ √






1. Monthly report Monthly report of certificate issued and application received

BDO, DPO, CEO, Planning and Statistics Department.




Responsibility



1 PS send the application to SDM PS 2 SDM

2 BDO send it to SDM after block level Committee approval

BDO 2 SDM






Time required for registering a Certificate. This shall start from the time applicant submits the application to the PS till he get the copy of RoR






4.10. Service 10: Application for OBC Certificate Application for caste certificate is issued by the SDM, however applicant need to endorsed the application from the Gram Pradhan. After endorsing

the application he submit it to SDM office for internal processing , SDM office send the application to OBC Committee at Panchayat Samiti level,

BDO act as a convener and Secretary of committee. The committee scrutinizes the application and if find suitable send it to SDM with its

recommendation, as a final point SDM approve it and issue the certificate to the applicant.

4.10.1.1. As – Is: Process Narration: OBC Certifica te Snapshot Name of service

OBC Certificate

Process Owner

Citizen


Citizen SDM



o Caste Certificate



Documents Involved Registers Format o Application Legal documents (if service is mandated)

Others





involved Mode Responsibility Gaps / Issues

Technology Process People 1. Citizen fill the

application form and get it endorsed by the Gram Pradhan

Gram Panchayat Application Manual Citizen


SDM office Gram Pradhan

Endorsement

on Application

Age Certificate

Caste

certificate of

Father

PRT Certificate

Copy of ROR




PS Applicant

3. SDM office Send the Application to the OBC Committee for Scrutiny and approval

SDM office

Gram Pradhan

Endorsement

on Application

Age Certificate

Caste

certificate of

Father

PRT Certificate

Copy of ROR



4. OBC Committee scrutinize the application and


Manual BDO as a Secretary and convener of

Committee meting interval is not





provide its approval

Committee defined, some time it take long time

5. If OBC committee find any deficiency , BDO as a secretary of committee inform the Panchayat secretary of the applicant village about the particular deficiency

Panchayat Samiti and Gram Panchayat

Manual BDO it take time , as it depend on visit of PS at BDO office.

6. PS inform the applicant about the deficiency in the application

Gram Panchayat Manual Panchayat Secretary

Due to work schedule, PS is reluctant to give such type of information to citizen.

7. BDO send the approved application to SDM office for the signature and dispatch



manual BDO

8. SDM certificate division dispatch the Certificate



SMS Alert



4.10.1.4. To-Be: Process Narration: OBC Certificate Snapshot Name of service


Process Owner

Gram Panchayat





o Caste certificate






Documents Involved




Others




S. No.




filling out a hardcopy of the form himself or by verbally requesting for a particular service

and provided all details to the PS as he fills up the form on the applicant’s behalf





3. The PS Would log into the system using his username and password and authenticating

his biometric identity to the system.



on the application.


5. Application check the caste register databse about the applicant status if it is available PS

would send it to SDM for re issuance of copy of Caste certificate





7. The PS then fills up the online form on behalf of the applicant and takes a photograph of

the applicant by a Webcam. This photo is attached to the Application Form.










or puts his thumb impression on it, and hands it back to the PS along with copies of any

required documents

Manual Applicant


GP


Day 1






Online



Online




15. The Applicant receives the receipt and the printed copy of his application Manual Panchayat Secretary

16. If it is not issued previously, Check the supporting document and attach it for SDM office validation. ( Scanned attachment is depend on bandwidth of network otherwise it would be send manually)

SDM

Computerize/Manual

Panchayat Secretary

17. If scanned submission is not possible send it manually to SDM office GP office Manual Panchayat Secretary

Day 2

18. SDM office validate it and Send to Committee at Block level ( if bandwidth support scanned document send it online otherwise send manually)

SDM Manual/Online

SDM office Day 3

19. Committee check the application and if there is any discrepancy send it respective Panchayat

SDM Office

Online BDO

20. If committee is satisfied , recommend SDM to issue the certificate SDM Office

Online BDO

21. SDM issue the certificate with his digital signature e-PRI application-SDM

Online SDM Day 5

22. After issuance the certificate it would save on Caste register database e-PRI application

Online SDM office

23. Panchayat office receive the alert of issuance of certificate e-PRI application

Online

24. PS make printout it with validation of digital signature of BDO and deliver it to applicant with the formal declaration that he validated the BDO digital signature


Day 7




• Centralized Caste certificate Database at the BP Level having integration with the ePRI Application

• Block level committee meting interval, which is held ones in month.

Legal Changes

• Use of Digital Signature as per IT Act 2000 is recommended • Acceptance of standardized e form by respective line departments. • Legal requirement of the applicant signing on the application form/ usage of Panchayat secretary digital signature for submission of the

digital form • Print out of digitally signed Certificate is recommended, here Legal transformation is required as Citizen require hard copy of certificates.





Process


form on his behalf.

√

If entry is already in Caste certificate database , PS directly send it to SDM for issuance of certificate otherwise √ √ √

PS validiadate the supporting document and if electronic signature is available of the applicant , PS get e signed the

application by the applicant otherwise he get printout of the application and get manual sign of applicant on it and

send to final authority for approval.

√ √ √


credentials

√




Details send to BDO office for further committee approval, committee may require further verification or supporting

document committee can send online notice to respective Panchayat

√ √ √

If committee approve the application , online send it to SDM for issuing the certificate . SDM digitally sign the

certificate and send it to respective GP

√ √ √ √


viewed.

Panchayat secretary should validate the authenticity of the printed copy of the digitally signed document and make

the manual signature with stamp stating the validation check.

√ √ √

People


Panchayat secretary should be able to deliver the certificate which is digitally signed by SDM , on this regard legal


√ √ √

Technology

use of electronic signature (Biometric or other method)(as per IT Act 2008 amendment)of applicant can be use to

submit the e form however in case of not possibility to use e signature , hard copy of application with manual

signature or thumb impression would be send to signatory authority.

√ √ √ √






1 Monthly report Application received for the certificate and certificate provided to applicant




Responsibility


Days Designation

1 PS send the application to SDM SDM 2 SDM

2 BDO send it SDM after block level Committee approval BDO 2 BDO


4.10.1.9. KPI, Critical Success Factors, Dependenci es

S. No.




Time required for registering a Certificate. This shall start from the time applicant submits the application to the PS till he get the copy of RoR






4.11. Service 11: Application for Income Certificat e Income certificate is issued by the SDM of respective division where applicant resides and make application, applicant have to get endorsed the

application by the respective any elected representative of his area, he submit the application with the required support documents at the SDM

office, if SDM is satisfied he issued the certificate to the applicant if he is not satisfied he verifies the application through Tehsil office or other

revenue officer.

4.11.1.1. As – Is: Process Narration: Income Certif icate Snapshot Name of service

Income Certificate

Process Owner

Citizen


Citizen SDM

Process Input Process Output � Application (format) � Ration Card � Voter Card � PRT Card � Self declaration of Income � Endorsement by Local MLA/MP

o Income Certificate

Service Delivery Time Prescribed delivery time (if any): -- Actual delivery time: e.g. 4 weeks Documents Involved Registers Format o Application


Others

� Ration Card � Voter Card � PRT Card � Self declaration of Income � Endorsement by Local MLA/MP





Technology Process People 1 Citizen fill the

application form and get it endorsed by the MP/MLA

Citzen Application Manual Citizen

2 Citizen submit the form at SDM office

SDM office � Application Form

� Ration Card

� Voter Card � PRT Card � Self

declaration of Income

� Endorsement by Local MLA/MP




PS Applicant

3 If SDM satisfied with the scrutiny of application and support document , he issue the certificate

SDM office

Income Certificate

Manual SDM Applicant have to visit Sub division to track the application and receive it

4 If SDM is not satisfied he send it to deputy collector for verification


� Ration Card




Manual SDM Tracking of document is problematic for applicant

5 Deputy Collector send it to Revenue Inspector


Manual Deputy Collector Tracking of document is





for verification � Ration Card




problematic for applicant

7 Revenue Inspector send it to Tahsildar for verification


� Ration Card




Manual Revenue Inspector

Tehsildar office is remotely located from the Sub division, carrying of document have different hazard. Issue of tracking the document.

8 Tehsildar send its report to SDM office

9 SDM approve the application and signature it for dispatch



manual BDO

10 SDM certificate division dispatch the Certificate





4.11.1.4. To-Be: Process Narration: Income Certific ate Snapshot Name of service

Issuance of Income Certificate

Process Owner

Gram Panchayat


Panchayat Secretery, Citizens SDM, Dy Collector, Revenue Inspector, Tahsildar


� Application (format) � Ration Card � Voter Card � PRT Card � Self declaration of Income � Endorsement by Local MLA/MP

o Income certificate





Databases o Income certificate register

Documents Involved

Registers o Income certificate register



Others




S. No.



Remarks


by filling out a hardcopy of the form himself or by verbally requesting for a particular


behalf







e-PRI

application-

PS



section on the application.

e-PRI

application-

GP




e-PRI

application


6. The PS then fills up the online form on behalf of the applicant and takes a photograph

of the applicant by a Webcam. This photo is attached to the Application Form.






Printed form and make the changes on the online form and repeat the process until the

Applicant agrees with the printed copy.


9.

The Applicant, when satisfied with the contents of the printed Application Form, signs

on it or puts his thumb impression on it, and hands it back to the PS along with copies

e-PRI

application-

Online Applicant

Day 1



S. No.



Remarks

of any required documents GP



e-PRI

application




e-PRI

application

Online



GP Manual




14.

The Applicant receives the receipt and the printed copy of his application

e-PRI

application-

GP


15. If scanned submission is not possible send it manually to SDM office GP Manual Panchayat Secretary

Day 2

16. If SDM satisfied issue the certificate with his digital signature SDM Office Manual SDM

17. If not satisfied send it to Dy Collector for verification e-PRI

application-

SDM

Online SDM

18. Dy collector validate the document and if satisfied send it to SDM otherwise send it to

Revunue Inspector for further verification

e-PRI

application-

SDM

Online DY Collector

19. If RI satisfied return it to Dy Collector e-PRI

application-

SDM

Online Revenue Inspector

20. If RI is not satisfied send it to Tahsildar for field verification e-PRI online Revenue



S. No.



Remarks

application-

SDM

Inspector

21. After field verification Tasildar submit report to SDM office SDM Office Manual Tahsildar

22. SDM issue the certificate with his digital signature SDM Office Manual SDM

23. After issuance the certificate it would save on Caste register database e-PRI

application-

SDM

Online SDM office

24. Panchayat office receive the alert of issuance of certificate e-PRI

application-

SDM

Online

25. PS make printout it with validation of digital signature of SDMand deliver it to applicant

with the formal declaration that he validated the BDO digital signature

e-PRI

application

Online Panchayat

Secretary

Day 7




Centralized Income certificate Database at the BP Level having integration with the ePRI Application

Legal Changes

Use of Digital Signature as per IT Act 2000 is recommended Acceptance of standardized e-form by respective line departments. Print out of digitally signed Certificate is recommended; here Legal transformation is required as Citizen require hard copy of certificates. Recommendations & Impact




Process


form on his behalf.

√




√ √ √


credentials.

√ √ √ √

SDM may use online medium to send the application to Dy collector and Revenue Inspector for the verification , in

case of further field verification required RI would send application manually to the concerned Tahsildar .

√ √




After verification tesildar send the verification report to SDM office manually.

SDM issue the certificate with his digital signature √ √ √ √


viewed.



√ √ √ √

People


Panchayat secretary should be able to deliver the certificate which is digitally signed by SDM, on this regard legal


√

Technology


submit the e form however in case of not possibility to use e signature , hard copy of application with manual signature

or thumb impression would be send to signatory authority.

Incremental database and online register should be maintained. √ √ √





1 Monthly Report Application received by the Panchayat & certificate delivered. BDO, DPO, CEO, Planning and Statistics Department



Responsibility


1 If required SDM send it to Dy Collector and RI

verification

Dy Collector 1 DY collector 1 Revenue Inspector

2 If required RI send it to Tahsildar field verification Tahsildar 5 Tahsildar


4.11.1.9. KPI, Critical Success Factors, Dependenci es S.

No. KPI Name Description Method of calculation Unit of



Time required for registering a Certificate. This shall start from the time applicant submits the application to the PS till he get the copy of certificate


• Field verification by Tahsildar

Minutes/ Days SDM



4.12. Service 12: Application for Ration card

4.12.1.1. As – Is: Process Narration: Ration card Snapshot Name of service

Ration card

Process Owner

Citizen


Citizen SDM


� Application (format) � ROR � Marriage certificate � Old ration card (if applicable) � Birth/Death certificate

o Ration card


Prescribed delivery time (if any): --4 weeks Actual delivery time: e.g. 4-6 weeks

Documents Involved

Registers



Others

� ROR � Marriage certificate � Old ration card (if applicable) � Birth/Death certificate




involved Mode Responsibi

lity Gaps / Issues

Technology Process People 1. Citizen fill the

application form. Gram Panchayat


2. Citizen submit the form with all supporting document at GP level

PS/Pradhan ROR, Marriage certificate, Old ration card (if applicable), Birth/Death certificate,

Manual Citizen Documents can be mis-placed



PS Applicant

3. PS/Pradhan do Scrutiny and approval through Gram Sabha resolution

PS/Pradhan

Marriage certificate, Old ration card (if applicable), Birth/Death certificate, ROR

Manual GP officials Proper verification may not be done

e-forms with the attachment of checklist for document submission can be used

Real time submission & verification the form online

Applicant, GP officials

4. SDM office verifies application & documents

SDM office Marriage certificate, Old ration card (if applicable), Birth/Death certificate, ROR Application

Manual SDM office clerks

5. Issue of Ration card by signing of SDM

SDM office Signed ration card Manual SDM

6. Collection of Ration card by the applicant

SDM office Signed ration card Manual SDM office Citizen have to go to Sub Division which may be 20 to 30 km from Gram Panchayat

Upload digitally signed ration card

Online delivery Applicant, SDM officials



4.12.1.4. To-Be: Process Narration: Ration card Snapshot Name of service

Ration card

Process Owner

Citizen


Citizen SDM


� Application (format) � ROR � Marriage certificate � Old ration card (if applicable) � Birth/Death certificate

o Ration card


Prescribed delivery time (if any): --4 weeks Actual delivery time: e.g. 4-6 weeks



Database o Ration card Database

Documents Involved

Registers

Format o Application Legal documents (if service is mandated)

Others

� ROR � Marriage certificate � Old ration card (if applicable) � Birth/Death certificate




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

1. The Applicant submits his request to the Panchayat Secretary. He may do this

either by filling out a hardcopy of the form himself or by verbally requesting for a

particular service and provided all details to the PS as he fills up the form on the

applicant’s behalf

GP Manual Citizen / Applicant DAY 1

2. The Applicant will submit the application with all supporting documents. GP Manual Citizen / Applicant



e-PRI

application-

PS



section on the application. He also Verify all supporting documents attached.

e-PRI

application-

GP


5. The e-PRI application would then load the requested service’s Application Form

and assigns it a Unique Application number.

e-PRI

application





7. If the Applicant wants something to be changed in the form, the PS will discard

the Printed form and make the changes on the online form and repeat the

process until the Applicant agrees with the printed copy.


8. The Applicant, when satisfied with the contents of the printed Application Form,

signs on it or puts his thumb impression on it, and hands it back to the PS along

with copies of any required documents

GP Manual Applicant

9. The PS on receiving a manually signed printed copy of the form and the copies

of the documents, digitally signs the online form and submits the same

e-PRI

application-


DAY 1



GP

10. The ePRI application Imprints the Unique Application number and the ID details

of the Gram Panchayat on the form and saves it in the database.

e-PRI

application

Online

11. The ePRI application then sends or forwards the Application to the SDM office

and generates a receipt for the Applicant

e-PRI

application

Online

12. The PS takes a printout of the receipt and issues the same along with a copy of

the application to the Applicant


13. The Applicant receives the receipt and the printed copy of his application GP Manual Panchayat Secretary

14. PS also attached scanned copy of the supporting documents with the

application form and send it to SDM

e-PRI

application-

GP


Day 1

15. If scanned submission is not possible send it manually to SDM office GP Manual Panchayat Secretary Day 2

16. SDM office clerks verify all the documents and put all information in ration card

format.

SDM Office Manual SDM clerk

17. If satisfied then SDM issue ration card with his digital signature. e-PRI

application-

SDM

Online SDM

18. If not satisfied send it to Dy Collector for verification e-PRI

application-

SDM

Online SDM clerk

19. Dy collector validate the document and if satisfied send it to SDM otherwise

send it to Revunue Inspector for further verification

e-PRI

application-

SDM

Online DY Collector

20. If RI satisfied return it to Dy Collector e-PRI

application-

online Revenue Inspector

5 day



SDM

21. If RI is not satisfied send it to Tahsildar for field verification SDM Office Manual Revenue Inspector



application-

SDM

Online SDM

24. After issuance the certificate it would save on Ration card database e-PRI

application-

SDM

Online SDM office

25. Panchayat office receive the alert of issuance of Ration card e-PRI

application

Online

Day 7

PS make printout it with validation of digital signature of SDM and deliver it to

applicant with the formal declaration that he validated the SDM digital signature





Centralized Ration Card Database at the BP Level having integration with the ePRI Application

Legal Changes • Use of Digital Signature as per IT Act 2000 is recommended • Acceptance of standardized e form by respective line departments. • Print out of digitally signed Certificate is recommended, here Legal transformation is required as Citizen require hard copy of certificates.





Process


behalf.

√

PS validiadate the supporting document and if electronic signature is available of the applicant , PS get e signed the application by

the applicant otherwise he get printout of the application and get manual sign of applicant on it and send to final authority for

approval.

√ √ √

As per the proposed online approval and verification process, details are checked in the database for verification of credentials. √ √ √ √

SDM may use online medium to send the application to Dy collector and Revenue Inspector for the verification , in case of further

field verification required RI would send application manually to the concerned Tahsildar .

√ √


SDM issue the certificate with his digital signature. √ √ √ √







√ √ √ √

People


Panchayat secretary should be able to deliver the certificate which is digitally signed by SDM , on this regard legal transformation

is required .

√

Technology

√ √ √ √ √

use of electronic signature (Biometric or other method)(as per IT Act 2008 amendment)of applicant can be use to submit the e

form however in case of not possibility to use e signature , hard copy of application with manual signature or thumb impression

would be send to signatory authority.




1 Monthly Report Application received by the Panchayat and Card delivered. BDO, SDM, CEO, Planning and Statistics

Department





Responsibility


Days Designation

1 PS send the Application to SDM PS 2 SDM Certificate Desk 1 Revenue Inspector

2 If required RI send it to Tahsildar field

verification

Tahsildar 5 Tahsildar





Service

Delivery

Time

Time required for registering a Certificate.

This shall start from the time when

applicant submits the application to the

PS till he get the copy of certificate

Sum of time taken to complete the

individual activities in the process.

Different scenarios can also be

considered like:

Field verification by Tahsildar

Minutes/ Days SDM



4.13. Service 13: Application for PRCT

4.13.1.1. As – Is: Process Narration: PRCT certific ate

Snapshot Name of service

PRCT certificate

Process Owner

Citizen


Citizen SDM


� Application (format) � ROR � Ration card � Parent’s voter ID � Birth certificate

o PRCT certificate


Prescribed delivery time (if any): --4 weeks Actual delivery time: e.g. 6 weeks

Documents Involved

Registers



Others

� ROR � Ration card � Parent’s voter ID � Birth certificate





Technology Process People 1. Citizens fill the

application form. SDM office


2. Citizen submit the form with all supporting document at SDM office

Gazetted officer

ROR Ration card Parent’s voter ID Birth certificate




PS Applicant

3. Gazetted officer do Scrutiny and send it to Tahesilder for verification

Gazetted officer

ROR Ration card Parent’s voter ID Birth certificate

Manual SDM officials Proper verification may not be done



Applicant, SDM officials

4. Tahesilder verifies application & documents

SDM office

ROR Ration card Parent’s voter ID Birth certificate Application

Manual Tahesilder clerks Time consuming

Document management system

Online transfer

Tahesilder

5. Validated application & documents send to Revenue Inspector for verification

SDM office

Ration card Parent’s voter ID Birth certificate Application ROR

Manual Tahesilder Time consuming

Online transfer

Revenue Inspector

6. Validated application & documents send to Deputy collector for verification

Deputy collector office

Ration card Parent’s voter ID Birth certificate Application ROR

Manual Deputy collector Time consuming

Online transfer

Deputy collector

7. After validation by Dy. Collector, SDM sign & issue the PRCT certificate

SDM office

SDM signed PRCT certificate

Manual SDM Citizen have to go to Sub Division which may be 20 to 30 km from Gram Panchayat

Upload certificate

SDM clerk



4.13.1.4. To-Be: Process Narration: PRCT certificat e Snapshot Name of service

PRT certificate

Process Owner

Citizen


Citizen SDM


� Application (format) � ROR � Ration card � Parent’s voter ID � Birth certificate

o PRT certificate





Database o PRCT Database

Documents Involved

Registers



Others

� ROR � Ration card � Parent’s voter ID � Birth certificate




S. No.



Remarks

1. The Applicant submits his request to the Panchayat Secretary. He

may do this either by filling out a hardcopy of the form himself or by

verbally requesting for a particular service and provided all details to

the PS as he fills up the form on the applicant’s behalf

GP Manual Citizen / Applicant Day 1

2. The Applicant will submit the application with all supporting

documents.


3. The Gazetted officer of SDM office Would log into the system using

his username and password and authenticating his biometric identity

to the system.

e-PRI application On line Gazetted officer

4. The SDM clerk will receive the application request and select the

relevant department’s section on the application. He also Verify all

supporting documents attached.

e-PRI application-SDM

Manual SDM clerk

5. The e-PRI application would then load the requested service’s

Application Form and assigns it a Unique Application number.

e-PRI application Online SDM clerk

6. If the Applicant wants something to be changed in the form, the PS

will discard the Printed form and make the changes on the online

form and repeat the process until the Applicant agrees with the

printed copy.


7. The Applicant, when satisfied with the contents of the printed

Application Form, signs on it or puts his thumb impression on it, and

hands it back to the SDM clerk along with copies of any required

documents


Manual Applicant

Day 1

8. The SDM clerk on receiving a manually signed printed copy of the e-PRI application-SDM

Online SDM clerk



form and the copies of the documents, digitally signs the online form

and submits the same

9. The ePRI application then sends or forwards the Application to the

SDM office and generates a receipt for the Applicant

e-PRI application Online

10. The PS takes a printout of the receipt and issues the same along

with a copy of the application to the Applicant


11. The Applicant receives the receipt and the printed copy of his

application


12. SDM clerk also attached scanned copy of the supporting documents

with the application form and send it to Dy. Collector


Online SDM clerk

13. If scanned submission is not possible send it manually to Dy.

Collector office


Day 3

14. Dy. Collector mark it and send to Revenue Inspector for verification e-PRI

application-SDM

Online Dy. Collector

15. Revenue Inspector validate it and send it to Tahesilder for last

verification

e-PRI

application-SDM

Online Revenue

Inspector



application-SDM

Online SDM

18. After issuance the certificate it would save onPRCT database e-PRI application Online SDM office

19. GP receive the alert of issuance of PRCT e-PRI application Online

20. PS at GP make printout it with validation of digital signature of SDM

and deliver it to applicant with the formal declaration that he

validated the SDM digital signature

GP Panchayat

secretary

7 day



Legal Changes






Process


form on his behalf.

√

PS validate the supporting document and if electronic signature is available of the applicant , PS get e signed the



√ √ √


credentials.

√ √ √ √

SDM may use online medium to send the application to Dy collector and Revenue Inspector for the verification , in


√ √

After verification tesildar send the verification report to SDM office manually .






viewed.



√ √ √ √

People



transformation is required.

√

Technology








S. No.

Name of Report

Description Report Users

1 Monthly Report Application received by the Panchayat and Certificate delivered to applicant. SDM, CEO, Planning and Statistics Department



Responsibility


Days Designation


2 If required RI send it to Tahsildar field verification

and tehisildar send it to SDM desk

Tahsildar 5 SDM


S. No.



1 Service

Delivery

Time


This shall start from the time when applicant

submits the application to the PS till he get

the copy of certificate



Different scenarios can also be considered

like: Field verification by Tahsildar

Minutes/ Days SDM



4.14. Service 14: Application for Non-Creamy Layer certificate

4.14.1.1. As – Is: Process Narration: Non-Creamy La yer certificate Snapshot Name of service

Non-Creamy Layer certificate

Process Owner

Citizen


Citizen DM



� Income certificate

� Caste certificate

o Non-Creamy layer certificate



Documents Involved

Registers



Others







Technology Process People 1. Citizen writes an application

on white paper for asking Non-Creamy layer certificate.

DM office Application Manual Citizen

2. Citizens submit the application with all relevant documents to the DM office.

DM office Application, Caste certificate, Income certificate


Online Application or use of e-forms with the DM official’s authentication.


DM officials, Applicant

3. DM office verifies & validates the documents & application.


Manual DM officials Proper verification may not be done



Applicant, DM officials

4. If DM office not satisfied then reject the application.


Manual DM officials

5. If SM office satisfied, then send it for DM’s signature.

SDM Application, Caste certificate, Income certificate

Manual SDM official Time consuming

Document Management System

Online transfer

DM official

6. SDM signed the application and send it to certificate section for issuing Non-Creamy layer certificate.

SDM Application, Caste certificate, Income certificate

Manual SDM Time consuming, because DM is overloaded with work

Document Management System

Online transfer

SDM

7. Certificate section issues the certificate to the applicant.

SDM SDM Non-Creamy Layer certificate

Manual Certificate section clerk

Citizen have to go to DM office which may be 20 to 30 km from Gram Panchayat

Upload certificate

Certificate section clerk



4.14.1.4. To-Be: Process Narration: Non-Creamy Laye r certificate Snapshot

Name of service

Non-Creamy Layer certificate

Process Owner

Citizen


Citizen DM





o Non-Creamy layer certificate





Database o Non-Creamy layer certificate Database

Documents Involved

Registers



Others � Income certificate




4.14.1.5. 5.14.2.1 To-Be Activity Description:

S.

No.

Activity Channel Mode Responsibility

Centre

Expected

Time (days)

Remarks

1. The Applicant submits his request to the SDM office. He may do this

either by filling out a hardcopy of the form himself or by verbally

requesting for a particular service and provided all details to the SDM

official as he fills up the form on the applicant’s behalf

SDM Office Manual Citizen / Applicant NA

2. The Applicant will submit the application with all supporting documents. SDM Office Manual Citizen / Applicant

3. The SDM clerk Would log into the system using his username and

password and authenticating his biometric identity to the system.

ePRI

application-

SDM

On line SDM clerk

4. The SDM clerk will receive the application request and Verify all

supporting documents attached.

ePRI

application-

SDM

Manual SDM clerk

5. The e-PRI application would then load the requested service’s

Application Form and assigns it a Unique Application number.

ePRI

Application

Online SDM clerk

6. If the Applicant wants something to be changed in the form, the SDM

clerk will discard the Printed form and make the changes on the online

form and repeat the process until the Applicant agrees with the printed

copy.




the SDM clerk along with copies of any required documents

SDM Office Manual Applicant

8. The SDM clerk on receiving a manually signed printed copy of the form

and the copies of the documents, digitally signs the online form and

SDM Office Online SDM clerk



submits the same

9. The ePRI application then sends or forwards the Application to the SDM

office and generates a receipt for the Applicant

ePRI

application

Online

10. The SDM clerk takes a printout of the receipt and issues the same along

with a copy of the application to the Applicant


11. The Applicant receives the receipt and the printed copy of his application SDM Office Manual SDM clerk

12. If SDM clerk satisfied with the documents then he fills up details in the

Non-creamy layer certificate format.

ePRI

application-

SDM

Online SDM clerk

13. If SDM clerk not satisfied, then forward all scanned copy of supporting

document to Tehesilder for verification.

SDM Office Manual/On

line

SDM clerk

14. Tehesilder physically verify the documents. Manual Tehesilder

15. If Tehesilder not satisfied, then he send a rejection to SDM office Manual Tehesilder

16. If Tehesilder satisfied with then he mark it back to SDM clerk

SDM Office

Manual Tehesilder

17. SDM clerk update the status of application in the system and send it for

SDM’s sign

Online Tehesilder

18. SDM digitally sign the certificate and send it to end user Online SDM

19. SDM clerk receive the alert of issuance of Non-Creamy layer certificate

ePRI application -SDM

Online

20. SDM clerk make printout it with validation of digital signature of SDM

and deliver it to applicant with the formal declaration that he validated

the SDM digital signature




Pre-Requisite Legal Changes






Process


form on his behalf.

√




√ √ √


credentials.

√ √ √ √

SDM may use online medium to send the application to Dy collector and Revenue Inspector for the verification, in


√ √







viewed.



√ √ √ √

People




√

Technology


submit the e form however in case of not possibility to use e signature , hard copy of application with manual signature

or thumb impression would be send to signatory authority.





Sr. No. Name of Report

Description Report Users

1 Monthly Report Application received by the Panchayat and Certificate

delivered to applicant.

SDM, CEO, Planning and Statistics

Department



Responsibility


Days Designation


2 If required RI send it to Tahsildar field verification and

tehisildar send it to SDM desk

Tahsildar 5 SDM


S. No.



Service

Delivery

Time

Time required for registering a

Certificate. This shall start from the time

when applicant submits the application to

the PS till he get the copy of certificate

Sum of time taken to complete the

individual activities in the process.


like: Field verification by Tahsildar

Minutes/ Days SDM



4.15. Service 15: Application for Survivor Certific ate

4.15.1.1. As – Is: Process Narration: Survivor Cert ificate Snapshot Name of service

Survivor Certificate

Process Owner

Citizen


Citizen SDM


� Application (format) � Death certificate � Ration card � Affidavit

o Survivor Certificate



Documents Involved

Registers



Others

� Death certificate

� Ration card

� Affidavit



4.15.1.2. AS-IS activity description:



1. Citizen fills the application form.

GP Application Manual Citizen

2. Citizen submit the form with all supporting document at GP office

GP Death certificate Ration card Affidavit




PS Applicant

3. Panchayet Pradhan verify the documents and return back the validated documents to citizen

GP Death certificate Ration card Affidavit

Manual Panchayet Pradhan

Proper verification may not be done



Applicant, SDM officials

4. Tahesilder verifies application & documents

SDM office

Death certificate Ration card Affidavit Application

Manual Tahesilder Time consuming

Document management system

Online transfer Tahesilder

5. Validated application & documents send to Revenue Inspector for verification

SDM office

Death certificate Ration card Affidavit

Manual Revenue Inspector

Time consuming

Online transfer Revenue Inspector

6. Validated application & documents send to Deputy collector for verification

Deputy collector office

Death certificate Ration card Affidavit

Manual Deputy collector Time consuming

Online transfer Deputy collector

7. After validation by Dy. Collector, SDM sign & issue the Survivor certificate

SDM office

SDM signed Survivor certificate

Manual SDM Citizen have to go to Sub Division which may be 20 to 30 km from Gram Panchayat

Upload certificate

SDM clerk



4.15.1.4. To-Be: Process Narration: Survivor Certif icate Snapshot Name of service

Survivor Certificate

Process Owner

Citizen


Citizen SDM


� Application (format) � Death certificate � Ration card � Affidavit

o Survivor Certificate


Prescribed delivery time (if any): --1 week Actual delivery time: e.g. 7 weeks



Database o Survivor Certificate Database

Documents Involved

Registers



Others � Death certificate � Ration card � Affidavit






Remarks

1 The Applicant submits his request to the Panchayat Pradhan. He may do this either by filling out a hardcopy of the form himself or by verbally requesting for a particular service and provided all details to the Pradhan as he fills up the form on the applicant’s behalf

Manual Citizen / Applicant NA

2 The Applicant will prove his identity using any of the valid ID proofs issued by any Governmental agency, for example Voter ID card, PAN card etc.

GP


3 The Panchayat Secretary Would log into the system using his username and password and authenticating his biometric identity to the system.

On line Panchayat Secretery

4 The Panchayat Secretary will receive the application request and select the relevant department’s section on the application.

Manual Panchayat Secretery

5 The e-PRI application would then load the requested service’s Application Form and assigns it a Unique Application number.

Online Panchayat Secretery

6 The Panchayat Secretary then fills up the online form on behalf of the applicant and takes a photograph of the applicant by a Webcam. This photo is attached to the Application Form.


Online Panchayat Secretery

7 The Panchayat Secretary then takes out a printout of the filled up Application form and asks the Applicant to verify the details mentioned on it.


8 If the Applicant wants something to be changed in the form, the Panchayat Secretary will discard the Printed form and make the changes on the online form and repeat the process until the Applicant agrees with the printed copy.


9 The Applicant, when satisfied with the contents of the printed Application Form, signs on it or puts his thumb impression on it, and hands it back to the Panchayat Secretary along with copies of any required documents

GP

Manual Applicant

10 The Panchayat Secretary on receiving a manually signed printed copy of the form and the copies of the documents, digitally signs the online form and submits the same


11 The ePRI application Imprints the Unique Application number and the ID details of the Gram Panchayat on the form and saves it in the database.

Online

12 The ePRI application then sends or forwards the Application to the SDM office and generates a receipt for the Applicant


Online



13 The PS takes a printout of the receipt and issues the same along with a copy of the application to the Applicant


14 The Applicant receives the receipt and the printed copy of his application GP Manual Panchayat

Secretery

15 If scanned submission is not possible send it manually to SDM office GP Manual Panchayat Secretery

16 If SDM satisfied issue the certificate with his digital signature Online SDM

17 If not satisfied send it to Dy Collector for verification Online SDM

18 Dy collector validate the document and if satisfied send it to SDM otherwise send it to Revunue Inspector for further verification

Online DY Collector

19 If RI satisfied return it to Dy Collector


online Revenue Inspector

20 If RI is not satisfied send it to Tahsildar for field verification Manual Revenue Inspector

21 After field verification Tasildar submit report to SDM office

SDM Office

Manual Tahsildar

22 SDM issue the certificate with his digital signature e-PRI application-SDM

Online SDM

23 After issuance the certificate it would save on survivor register database e-PRI application

Online SDM office

24 Panchayat office receive the alert of issuance of certificate e-PRI application

Online

25 PS make printout it with validation of digital signature of SDM and deliver it to applicant with the formal declaration that he validated the BDO digital signature




Legal Changes






Process


form on his behalf.

√




√ √ √


credentials.

√ √ √ √

SDM may use online medium to send the application to Dy collector and Revenue Inspector for the verification, in


√ √







viewed.



√ √ √ √

People




√

Technology









1 Monthly Report Application received by the Panchayat and Certificate

delivered to applicant.

SDM, CEO, Planning and Statistics Department



Responsibility


PS send the Application to SDM PS 2 SDM Certificate

Desk

2 Revenue Inspector

If required RI send it to Tahsildar field verification and

tehisildar send it to SDM desk

Tahsildar 5 SDM


S. No.

KPI Name

Description Method of calculation Unit of Measurement


1 Service

Delivery

Time


This shall start from the time when

applicant submits the application to the

PS till he get the copy of certificate




like:

Field verification by Tahsildar

Minutes/ Days SDM,CEO

ZP



4.16. Service 16: Telephone Bill Payment Telephone bill is the statement of charges for the usages of telephone by the citizens. Online Telephone Bill Payment would enable the payment of bills at Gram Panchayat level.

4.16.1.1. As – Is: Process Narration: Telephone Bil l Payment Snapshot Name of service

Telephone Bill Payment

Process Owner

BSNL Office

Primary Actors Secondary Actors

Citizens BSNL Office


o Application,

o Transaction Charge / Cost – amount as per telephone bill

o Supporting document : Telephone Bill

o Receipt of Bill Payment


Prescribed delivery time : 1 Day Actual delivery time: 1 Day

Documents Involved

Format o Telephone Bill



4.16.1.2. As-Is Activity Description:

Improvement Opportunities Step Activity Channel Documents involved Mode Responsibility Gaps / Issues

Technology Process People

1 Citizen travels to BSNL office for Payment of Bill

BSNL office

Telephone Bill

Manual Citizen Citizen travel to BSNL office

Online Application

Citizens Pays the Bill online

2 BSNL verifies the bill and amount paid

BSNL office

Telephone Bill Manual BSNL office

Bill might get tampered or lost

online payment mechanism

officer receives the payment online

Training

3 Issue Receipt for bill payment and updates in computer

BSNL office

Receipt for bill payment

Manual/ Electronic

BSNL office Delays, Skill Level

Generation of payment receipt online

Training

4 Citizen collects the receipt for payment

BSNL Office


Manual Citizen

Citizen travel from BSNL office back to his village

Citizen receives the receipt at GP



4.16.1.4. To-Be: Process Narration: Telephone Bill Payment Snapshot Name of Service

Telephone Bill Payment

Process Owner

GP


Gram Panchayat office, Citizen BSNL


o Application,

o Transaction Charge / Cost : Amount mentioned in the bill +

service charge (as decided by PRI and BSNL)



Actual delivery time : 1 Day Proposed delivery time: 1 Day


Automated Components, systems, applications o Telephone Bill

Documents Involved

Format o Telephone Bill




Activity No. Activity Channel Mode Responsibility Centre Expected Time Remarks

1 Citizen approaches the Gram Panchayat officewith telephone bill and the amount that is to be paid

GP Manual Citizen

2 Gram Panchayat officeaccepts payment against the bills makes payment online through his account

GP Manual Gram Panchayat office

3 ePRI application generates a receipt for the bill payment

ePRI Application Online Gram Panchayat office

4 Citizen collects the receipt against the bill paid

GP Manual Citizen

1




Chh

attis

gar

h, B

SN

Le-

PR

I A

ppl

ica

tion

App

lican

t




Pre requisites or dependencies required for the functioning of the process are: 1. ePRI application should have integration with BSNL office for acceptance of telephone Bills paymnet at GP level

Legal Changes

Legal changes that need to be taken are: 1. Gram Panchayat officeshould be authorized to collect payment against telephone bills online.

Key Recommendations

Table below should depict Recommendations to address the gaps identified and impact of each on the objectives listed Objectives O1 – Transparency & Accountability O2 – Improved Decision Making O3 – Improved Service Delivery to Citizens O4 – Internal Process Improvement (PRIs) O5 – Convenience to Govt. Employees


Process 1. The automated system of payment acceptance and receipt generation can significantly improve the service delivery √

People Technology Integration of bill payment mechanism of BSNL with ePRI application √ √



4.16.1.7. Expected MIS / Reports The following MIS reports are expected to be generated: S. No. Name of Report Description Report Users

1 Payment of telephone bills per week/month

This report shall provide information on acceptance of payment against the bills for a given week/month in each Gram Panchayat

PS, CEO JP, BSNL circle officer


4.16.1.9. KPI, Critical Success Factors, Dependenci es S. No. KPI Name Description Method of calculation Unit of



Time required for delivery of service from the time an application is registered in the system

Sum of time taken to complete the individual activities in the process Days CEO ZP



4.17. Service 17: Electricity Bill Payment Electricity bill is the statement of charges for the usages of electricity in the household connection by the citizens. Online Electricity Bill Payment would enable the payment of bills at Gram Panchayat level.

4.17.1.1. As – Is: Process Narration: Electricity B ill Payment Snapshot Name of service Electricity Bill Payment

Process Owner

TSEB Office


Citizens TSEB Office


o Application,

o Transaction Charge / Cost – amount as per telephone bill

o Supporting document : Electricity Bill

o Receipt of Bill Payment


Prescribed delivery time: 1 Day Actual delivery time: 1 Day

Documents Involved

Format o Electricity Bill




Improvement Opportunities Step Activity Channel Documents involved Mode Responsibility Gaps / Issues

Technology Process People

1

Citizen travels to TSEB office for Payment of Bill

TSEB office

Electricity Bill

Manual Citizen Citizen travel to TSEB office

Online Application

Citizens Pays the Bill online

2 TSEB verifies the bill and amount paid

TSEB office

Electricity Bill

Manual TSEB office Bill might get tampered or lost

online payment mechanism

officer receives the payment online

Training

3

Issue Receipt for bill payment and updates in computer

TSEB office


Manual/ Electronic TSEB office

Delays, Skill Level

Generation of payment receipt online

Training

4

Citizen collects the receipt for payment

TSEB Office


Manual Citizen

Citizen travel from TSEB office back to his village

Citizen receives the receipt at GP



4.17.1.4. To-Be: Process Narration: Electricity Bil l Payment Snapshot

Name of Service

Electricity Bill Payment

Process Owner

GP


Gram Panchayat office, Citizen TSEB


o Application,

o Transaction Charge / Cost : Amount mentioned in the bill + service

charge (as decided by PRI and TSEB)



Actual delivery time : 1 Day Proposed delivery time: 1 Day


Automated Components, systems, applications o Electricity Bill

Documents Involved

Format o Electricity Bill





1 Citizen approaches the Gram Panchayat officewith electricity bill and the amount that is to be paid

GP Manual Citizen

2 Gram Panchayat office accepts payment against the bills makes payment online through his account

GP Manual Gram Panchayat office

3 ePRI application generates a receipt for the bill payment

ePRI Application Online Gram Panchayat office

4 Citizen collects the receipt against the bill paid

GP Manual Citizen

1




Pre requisites or dependencies required for the fun ctioning of the process are : 1 ePRI application should have integration with TSEB office for acceptance of electricity Bills payments at GP level

Legal Changes

Legal changes that need to be taken are: 1. Gram Panchayat officeshould be authorized to collect payment against electricity bills and generate receipt of payment. Key Recommendations



Process 1. The automated system of payment acceptance and receipt generation can significantly improve the service delivery

√

People Technology Integration of bill payment mechanism of TSEB with ePRI application √ √



4.17.1.7. 5.17.2.3 Expected MIS / Reports The following MIS reports are expected to be generated:

S. No. Name of Report Description Report Users

1 Payment of Electricity bills per week/month

This report shall provide information on acceptance of payment against the bills for a given week/month in each Gram Panchayat

PS, CEO ZP, TSEB

4.17.1.8. 5.17.2.4 Escalation matrix

4.17.1.9. 5.17.2.5 KPI, Critical Success Factors, D ependencies

S. No. KPI Name Description Method of calculation Unit of Measurement Monitoring Authority



Sum of time taken to complete the individual activities in the process Days EO-PS, CEO ZP



4.18. Service 18: Application for Land Records Cop y Citizen gets copy of Khatiyan as a part of computerized land records -

4.18.1.1. As – Is: Process Narration: Land Records Copy Snapshot

Name of service

Issuance of Land Record- Map

Process Owner

Tehsildar


Citizens RI, Dy. collector


o Application,

o Supporting document

o Land Record-Map


Prescribed delivery time (if any): Actual delivery time: 7 days

Documents Involved

Registers

Format o Application form


Others o Name of Village and Name of Owner of Land






1. Citizen Fills up the hardcopy application form

At Tehsil Office,

Application form

Manual Citizen Online Application


2. Tehsildar Receives the form physically

At Tehsil Office,

Application form

Manual Tehsildar, Form might get tampered or lost

Workflow would enable transfer of application directly to the concerned approving authority


3. Verifies the details of the applicant

At Tehsil Office,

Application form

Manual Tehsildar

4. If the map is available with Tahsildar he takes the print and gives to the applicant otherwise he goes to SDM revenue office to bring the copy of map

Tehsil Application form

Manual Tehsildar Delay

5. Tehsil clerk marks to Revenue Inspector for approval


Manual Tehsil Clerk Delay Online process to mark to Tehsildar

6. Dy Collector approves the application and marks to Tehsildar


manual Dy Collector Delay Online approval process

7. Preparation of Certificate from computer section by Dy collector office

At Tehsil Land Record- Map

Manual Tehsil Clerk Delays, Skill Level

Training

8. Citizen collects the certificate

At Tehsil Land Record- Map

Manual Citizen Delays




Process: Application for Map

Rev

enu

e In

spe

cto

rD

Y C

ollec

tor

Co

mp

ute

r S

ecti

on

Cit

izen

Dy Collector Receives Physical Copy of the Form

Fill Manual Application Form and Submitted to

Tehsil office/ Patwari-GP

RI Receives application for

khatiyan

Stop

Collects the kahtiyan

Validated Document

Start

Validated the application and required Form

Takes the print of requested

Approves the application and marks to computer section

for issue of Map

Sign on khatiyan



4.18.1.4. To-Be: Process Narration: Land Records Co py Snapshot

Name of service

Issuance of Land records- khatiyan

Process Owner

Tehsildar

Primary Actors (PR Officials, Citizens, etc.) Secondary Actors (Non – PR, Other Agencies if any, Line deptts.)

Dy Collector,RI,Citizens


o Application, o Transaction Charge / Cost

o Land record copy


Actual delivery time (if any): 5 Days Proposed delivery time: 2 Days


Automated Components, systems, applications o Application form

Databases o Land records

Documents Involved

Registers


Supporting Documents





1 Approach Gram Panchayat officefor the copy of map and fill manual form GP Manual

Citizen

2

Receives the manual application form GP Manual

Gram Panchayat office

3

Gram Panchayat officefills in the online application form for the certificate and generates a receipt for the application

ePRI Application Manual


1

4

Dy Collector receives the alert for new application

ePRI Application Online

Dory collect

5

Check the Land records database for requested application

Land records DB online

Dy Collector

6

If the details are found he digitally signs a copy of the map


Dy Collector

6(a)

Dy Collector sends the digitally signed ma p to the ePRI application


Dy Collector

5

6(b)

System generates the print of the map ePRI Application Online


1




6(c)

Gram Panchayat officesigns the printed certificate

GP Manual


6(d)

Citizen collects the Certificate GP Manual

Citizen

7

If the details are not found he rejects the application as per the rejection component


Dy Collector

8

System generates a rejection report ePRI Application Online


9

Citizen collects the Certificate GP Manual

Citizen



4.18.1.6. To – Be: Process Map:

Process: Application for Map

Ta

hs

ild

ar/

Re

ve

nu

e I

ns

pe

cto

r E

-PR

I A

pp

lica

tio

nA

pp

lic

an

t

ePRI application provides a print of

the map

Payment component

approves the application online using digital sign as per

Approval Component

Form Availability component

Rejects the application online using digital sign as per Rejection Component

Receives the application

Start

Land Record DB

Application Receipt

component

System checks the land record database

System registers the application and issues a Receipt

Stop

Status Tracking Component

Receives the reason for rejection

Collects the copy of map

System saves the rejection in a DB and notifies the applicant

Checks the Land Record DB for the

requested map

Details Found? yes

no



Pre- Requisites / Dependencies Pre requisites or dependencies required for the functioning of the process are: 1. access of ePRI application to the Dy Collector 2. availability of Digitized land records with the Dy Collector

Legal Changes

Legal changes that need to be taken are: 1. Gram Panchayat officeshould be authorized to verify the digital signature on the certificate issued. 2. Gram Panchayat officewould be authorized to sign and stamp the certificate generated from the system.

Key Recommendations



O1 O2 O3 O4 O5 Process 1. The automated system of certificate delivery can significantly improve the service delivery √ 2. Availability of digitalized land records with the Dy Collector can help reproducing the copy of the Maps at the GP level whenever needed

√ √

People Dy Collector can easily provide a copy of the certificate at the GP level if centralized Database for land records are maintained

√

Technology Integration of land records with ePRI application √ √ √




The following MIS reports are expected to be generated: Sr. No. Name of Report Description Report Users

1 Copy of maps issued per month This report shall provide information on copy of maps issued for a given month in each Gram Panchayat and at the tehsil level

Dy Collector, Dy Collector, SDM



Responsibility Centre

No. of Days Designation No. of Days Designation

1 Tehsildar does physical verification to confirm the details given by the applicant

Tehsildar 6 Tehsildar 13 SDM

4.18.1.9. KPI, Critical Success Factors, Dependenci es S.N. KPI Name Description Method of calculation Unit of Measurement Monitoring

Authority


Time required for delivery of service from the time an application for certificate is registered in the system

Sum of time taken to complete the individual activities in the process

Days Tehsildar, SDM

2 No of escalation This would measure the escalations during the service delivery

Total number of escalations for a Tehsildar

Number of escalations per month

Tehsildar, SDM



4.19. Service 19: Application for RTI

The right to information imposes a positive duty on government to disseminate information to the people and extends the right for people to seek and

receive information held by government bodies (and some information from private bodies). Generally, information is disclosed to the public in two

different ways:

(a) Proactively: Government bodies are required to actively publish and disseminate key categories of information which are of general interest to the

public, such as their organizational structure, the services they provide, important forms, decision making procedures and the like. This information can

be disclosed, for example, by putting up notices and information on notice boards, publishing information in the official gazette, by reading out

information in meetings or publishing documents on the internet.

(b) Upon request: Government bodies must put in place simple, timely and cheap procedures to facilitate access to specific pieces of information upon

request. Most commonly, specific officials within public bodies are given the responsibility for handling requests and providing information.

In order to facilitate accountability at the panchayat level, in 1997 the Government of India issued a circular stating that each State should consider

passing orders implementing three different aspects of transparency in local governance. First, PRIs, especially Gram Panchayats, should display all

vital information pertaining to development projects (especially receipt of funds and how they are being spent) in panchayat offices or on a prominent

board outside the local school. Second, all relevant records should be open to inspection. Third, members of the public should be able to obtain

photocopies of documents pertaining to development projects (including all bills, muster rolls, vouchers, estimates, measurement books, the criterion

and procedures for selection of beneficiaries and lists of beneficiaries), as well as matters of general public interest, on payment of a nominal charge.



4.19.1.1. As – Is: Process Narration: Application f or RTI Snapshot

Name of service

Application for RTI

Process Owner

ZP,BP , GP


ZP Officials ,BP Officials, GP Officials, Citizens


o Application: Application for RTI o Transaction Charge / Cost

1. Rs.0/ for BPL citizen 2. Rs. 10/- for non BPL citizen 3. Rs.2 / - per page for A3 & A4 size paper and

actual cost for bigger size paper 4. Rs 50/- per CD

o Information in form of Documents


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

Documents Involved

Registers



Others






1 Citizen fills the form for RTI

At GP • Application

form

Manual Sarpanch, Panchayat Secretary, Karmi

Online Application


2 GP officials verifies the form provides information if available or sends to Janpad

At GP • Application

form

Manual BDO,rpanch,




3 BP officials verifies the form provides information if available or sends to ZP

At BP • Application

form

Manual BDO CEOZP

Form might get tampered or lost, delay skill level


BP officer receives the application online

Training

4 ZP officials verifies the form provides information if available

At ZP • Application

form

Manual BDO EO CEO ZP

Form might get tampered or lost, delay skill level


ZP officer receives the application online

Training



4.19.1.4. To-Be: Process Narration: Application for RTI Snapshot

Name of service

Application for RTI

Process Owner

ZP,BP , GP


ZP Officials ,BP Officials, GP Officials, Citizens


o Application: Application for RTI

o Transaction Charge / Cost

1. Rs.0/ for BPL citizen

2. Rs. 10/- for non BPL citizen

3. Rs.2 / - per page for A3 & A4 size paper and actual cost for bigger size paper

4. Rs 50/- per CD

o Information in form of Documents


Prescribed delivery time (if any): 30 days Actual delivery time: 32 Days

Documents Involved




4.19.1.5. To-Be Activity Description: Activity No. Activity Channel Mode Responsibility Centre Expected

Time 1 Citizen approaches the GP and submits application for RTI GP Manual Citizen

2 Operator Receives the manual application form GP Manual Gram Panchayat office

3 Gram Panchayat officefills the application online ePRI Application Online Gram Panchayat office

1

4 PIO receives the applications online ePRI Application Online PIO

5

PIO checks if the application is for his dept? if the application is not

meant for his dept. he routes it to RTI cell ePRI Application Online PIO

6

If the application is for his dept., PIO check if the application is as per

RTI act otherwise rejects the application ePRI Application Online PIO

7 PIO marks to APIO for release of information ePRI Application Online APIO

8 APIO prepares information copy and report APIO Manual APIO

9

If the information is for one page APIO uploads the scanned copy

and update the system for the availability and release of information ePRI Application Manual APIO

10

If the information is more than one page APIO send information to

the citizen regarding the same through the status tracking

mechanism

ePRI Application online APIO

30

11

Citizen checks the status. If information demanded is in one page,

he takes the information from the GP using the ePRI application at

GP. If information is above one page he travel to respective dept to

collect information

ePRI Application Manual Citizen 1




Pre requisites or dependencies required for the functioning of the process are: 1 Integration of RTI process flow through ePRI application

Legal Changes

Legal changes that need to be taken are: 1 ePRI Opearator should be authorized to accept application for RTI and payment as per need.

2 Gram Panchayat officewould be authorized to sign and stamp the documents generated from the system.

Key Recommendations



Process

1. The automated system of application acceptance and receipt generation can significantly improve the service delivery

√

Technology

Integration of ePRI application of acceptance of application and release of information √ √ √



4.19.1.7. Expected MIS / Reports The following MIS reports are expected to be generated: Sr. No. Name of Report Description Report Users

1 Application RTI per month This report shall provide information on application of RTI for a given month in each Gram Panchayat

PS,EO PS. CEO,ZP

4.19.1.8. Escalation matrix

Level 1 Level 2

S. No. Activity Description



1 APIO provides the requested information APIO, 31 EO PS 38 EP PS

4.19.1.9. KPI, critical success factors, Dependenc ies

S. No. KPI Name Description Method of calculation Unit of Measurement Monitoring Authority


Time required for delivery of service from the time an application for certificate is registered in the system


Days EO PS, CEO ZP

2 No of escalation This would measure the escalations during the service delivery

Total number of escalations for a tehsil Number of escalations per month

EO-PS, CEO ZP



4.20. Service 20: NREGS – Application for Job Card, Demand for work The NREG Act 2005 provides enhancement of livelihood security, giving at least 100 days of guaranteed wage employment in every financial year to every household, whose adult members volunteer to do unskilled manual work.

4.20.1.1. As – Is: Process Narration: NREGS- Job Ca rd & Demand of Work

Snapshot Name of service NREGS- Job Card & Demand of Work Process Owner

BP , GP


BP Officials, GP Officials, Citizens Bank


o Application: 1. Form for Issue of Job Card 2. Form for demand of work

o Transaction Charge / Cost Rs.0 / -

o Job Card o Salary for work done


Prescribed delivery time (if any): 15 days Actual delivery time: 15-20 days for Job Card & 15 days for demand of work

Documents Involved

Registers



Others



4.20.1.2. As-Is Activity Description Improvement Opportunities Step Activity Channel Documents

involved Mode Responsibility Gaps /

Issues Technology Process People 1 Citizen applies for the following at

GP 1. Form for Issue of Job Card 2. Form for demand of work

At GP • Application form

Manual Sarpanch, Panchayat Secretary, Rojgaar Sahayak

Online Application


2 Rozgar Sahayak collects all the form and supporting documents and brings to PO at PS

• Application form

• Supporting Documents

Manual Rozgar Sahayak Online application sending

3 PO verifies the form and updates in database

At PS • Application form-Job Card

• Form for Demand for work

Manual/Online

PO NERGA Form might get tampered or lost


officer receives the application online

4 PO does 1. Issue of Job Card for applicant 2. Allotment of work to Job card owner

At PS • Job Card Manual/Online

CEO, Janpad PO NERGA

Delays, Skill Level

Training

5 Rozgar Sahayak collect the job card for the applicant from the JP offie

At PS • Job Card Manual Rozgar Sahayak Delays, Skill Level

6 Rozgar Sahayak distributes the Job Card to the citizens

At GP • Job Card Manual Rozgar Sahayak Delays, Skill Level

7 Muster creation at GP At GP Muster for NREGA

manual Sarpanch, Panchayat Secretary, Rojgaar Sahayak

Daily entry of muster at GP

Online muster filling

training

8 1.Verification of Muster submitted by Rojgaar Sahayak 2. Release of salary for job done by beneficiaries

BP ,Bank Cheque/ ECS

CEO, Janpad PO NERGA

Verification report submission for release of salary

online verification

Training



4.20.1.4. To Be: Process Narration: NREGS- Job Card & Demand of Work Snapshot

Name of service

NREGS- Job Card & Demand of Work

Process Owner

JP , GP


PS, PO, Citizens Bank


o Application: 1. Form for Issue of Job Card 2. Form for demand of work o Transaction Charge / Cost

o Job Card o Salary for work done


Prescribed delivery time (if any): 20 days Actual delivery time: 16 days for Job Card & 15 days for demand of work

Documents Involved

Registers





Activity No. Activity Channel Mode Responsibility Centre Expected Time

1

Citizen applies for the following at GP 1. Form for Issue of Job Card 2. Form for demand of work

GP Manual Citizen

2

Rozgar Sahayak collects all the form and supporting documents fills the details at GP through ePRI application and sends the documents to PO

ePRI application Online Gram Panchayat office/

Rozgaar Sahayak

3 PO verifies the form and updates in database online ePRI Application Online PO

1

4 PO does 1. Issue of Job Card for applicant 2. Allotment of work to Job card owner

ePRI Application Online PO

5

Rozgar Sahayak receives the job card for the applicant from the JP offie ePRI Application Online Rozgaar Sahayak

6

Rozgar Sahayak distributes the Job Card to the citizens ePRI Application Online Rozgaar Sahayak

7

Muster creation at GP by Rozgar Shayak ePRI Application Online Rozgaar Sahayak

8 1.Verification of Muster submitted by Rozgaar Sahayak 2. Release of salary for job done by beneficiaries

APIO Manual PO

15



Pre- Requisites / Dependencies Pre requisites or dependencies required for the functioning of the process are:

1 Integration of NREGS application flow through ePRI application

Legal Changes Legal changes that need to be taken are:

2 Gram Panchayat officeshould be authorized to accept application for Job card of NREGS. 3 Rozgar Sahayak would be authorized to use digital signature for approval and rejection.

Key Recommendations



Process The automated system of application acceptance and receipt generation can significantly improve the service delivery

√

People Technology Integration of ePRI application with NREGS for acceptance of application for Job Card √ √ √



4.20.1.7. Expected MIS / Reports The following MIS reports are expected to be generated:

Sr. No.

Name of Report Description Report Users

1 Application for Job card per month This report shall provide information on application for Job Card for a given month in each Gram Panchayat

PS, PO, CEO JP. CEO,ZP





1 PO issue job Card to applicant PO 16 EO PS 38 CEO ZP

2 Allocation of job to applicant PO 16 EO PS 24 CEO ZP

4.20.1.9. KPI, critical success factors, Dependenci es S. No.






Days EO-PS, CEO ZP

2 No of escalation

This would measure the escalations during the service delivery

Total number of escalations for a tehsil

Number of escalations per month

EO-PS, CEO ZP