Governance – Innovations

Doorstep Delivery of Services

The AAP Delhi Government launched the revolutionary Doorstep Delivery of government services on 10th Sep 2018. 

“This is the first time anywhere in the country or the world that the government will go to people’s door to serve them.” – Arvind Kejriwal, Delhi CM

How does it Work?

With the government at the doorstep, people do not have to waste their time, or take a day off from work, or stand in long queues, or have to make multiple trips to government offices. 

Work gets done easily, fast and without any agents/touts. 

• People just need to dial 1076, which is open round the clock, to request for a service they want. Citizens can also book an appointment online through www.edistrict.delhigovt.nic.in or www.delhi.gov.in, or by visiting any RTO or SDM office.
• They get a list of documents needed, and fix up an appointment as per convenience between 8 am and 10pm.
•  A ‘Mobile Sahayak’ visits the given place at the decided time, fills the forms, scans the documents and issues a receipt. 
• Mobile Sahayaks are geotagged which are monitored by supervisors in each district. People can also complain and give feedback on the same number. 
• All this at an extra cost of just Rs 50 per service. 

From 40 services initially to 150 services now

• When it was first launched in Sep 2018, 40 services (exhaustive list can be found on page 112 of this document), including certificates of marriage, caste, domicile, income, birth, death and duplicate RC among others, were included

• Looking at the massive response within the first few days of the launch, the number of operators in the call centre was increased from 40 to 150 and the number of phone lines from 50 to 200.

• In the 1st year after the launch of doorstep delivery of services, the Delhi government had delivered on 2.15 lakh requests, completing around 99.5% of the services booked.
  • Of the 13,69,284 calls received for the door-step delivery services, 2,16,054 calls were booked for service requests. This gap between number of calls received and requests booked were mostly queries and complaints, and did not qualify for services booked
  • Of these 2,16,054 requests, 99.5% of the services were delivered

• In Sep 2019, this system involved 125 mobile sahayaks (coordinators, responsible for last mile delivery of public services), and 100 call centre executives, 11 supervisors, 35 dealing assistants and 25 coordinators.

• 30 services were added in Aug 2019 (source: page 113 of this document) and another 30 services in Dec 2019 (source: page 114 of this document), taking the total to 100 services across 14 departments of Delhi government.

• As against the success rate of someone visiting government offices which is 57% (43% applications get rejected), doorstep delivery has 91% success rate as the mobile sahayak ensures completeness of the documents at the time of making the application.

• Some of the top services are issuance of
  • Caste (OBC) certificate – 21%
  • Caste (SC) certificate – 19%
  • Income certificate – 17%
  • Learner’s Licence – 8%
  • Domicile certificate – 5%
  • Registration of Marriage – 2.5%
  • Delayed birth order – 1.8%

• As of Aug 2021, 150 government services of different departments are being delivered at citizens’ doorstep. 

• Delhi government is working on a plan to add another 300 services by March 2022.

Faceless RTO

In August 2021, Delhi CM Arvind Kejriwal, inaugurated 33 faceless RTO services by putting a lock on the premises of one of the Delhi RTOs – a symbolic gesture to announce the closure of the centre. 

Before this launch, a trial of these services was performed for 5 months in which 3.42 lakh service requests were processed.
With almost 95% of all RTO services, except the driving test and vehicle-fitness test, now being delivered through doorstep delivery, Delhi has now become the first state in the country to have introduced ‘faceless’ RTOs. Faceless services will provide freedom from long queues, brokers and middlemen at the RTO office, thus reducing corruption.

(Source: Hindustan Times – Link)

Over 8,000 applications were received in the first 2 days after the launch, and almost 2,000 applications were received on 15th Aug 2021 in spite of it being a national holiday! 

In the 1st month, 45,000 learner’s licences had been issued through the faceless services.

People can avail a ‘faceless service’ by logging on to transport.delhi.gov.in or transport.delhi.gov.in or calling 1076, and applying for the required document. The process is Aadhaar-authenticated and fees can also be paid online.

E-filing of consumer complaints

• The Delhi government launched an online portal for filing of consumer complaints for the convenience of consumers especially due to the pandemic. The government is working steadily towards a robust E-Governance model.

• The portal ensures a transparent and hassle-free system for the consumers, enabling modes of digital payment for contactless transactions, ease of digitization of documents, easy tracking of consumer applications, and 24×7 access to the portal.

• This is also a step towards a system that is environment-friendly and time- and cost-effective.

Savings on Government Projects

Through the use of latest technology and innovative techniques, and by ensuring that project costs do not get inflated due to delays in implementation, the Delhi government has actually been saving on government projects. 

Here’s an illustrative list:

• Rs 500 crore savings on construction of flyovers by Feb 2021
• Rs 600 crore savings in Okhla Barrel project
• Rs 290 crore savings on upcoming Sanjay Gandhi Memorial Hospital, Mangolpuri
• 7 new hospitals with all 6,800 beds with ICU facilities, under construction to be ready by April 2022. Per bed cost for a normal bed of 1 crore in 2014 was brought down to 20 Lakh for an ICU bed.
• Rs 87 crore saving on Sewage Treatment Plant at Coronation Pillar. The project cost of this STP was Rs 602 crore, but will be completed at Rs 515 crore.

Ensuring quality delivery of services and convenience

The AAP government is committed to providing the highest quality of service to its citizens. 

To ensure high quality of doorstep services,

• In Aug 2021, the scheme was strengthened to make the 1076 number toll-free.
• Two vendors were hired to improve the services by introducing competition.
• As and when the government services get established with the faceless model of delivery, a gradual closure of the sub-divisional, regional & physical windows of the departments concerned will begin.

Another of the methods employed to ensure quality is through Surprise Inspections by Ministers and Department Heads:

• Dy CM Manish Sisodia regularly inspects the construction of the upcoming schools