Delhiites will no longer have to queue up outside government offices or wait for days to receive documents such as learner’s licences, driving licences, voter ID cards and ration cards, as the AAP government is planning to make these services accessible through a mobile-based application.
Sources said the plan will first be implemented on a pilot basis in the transport department within two months, following which it will be extended to the food security department, the department of food and supplies, the social welfare department and the revenue department, among others.
For those “who are not computer savvy”, the government has offered to send over its staff to the applicant’s house to complete the paperwork and issue the document.
Home and Transport Minister Satyendar Jain said, “Instead of citizens coming to the government, the government will go to them. This is a first of its kind revolutionary concept of governance. It is meant to computerise all government interactions with the public, save time and paperwork and mitigate corruption.”
Jain had earlier stated that all services currently extended through the 12 regional transport offices (RTOs) in the capital will be computerised and the RTOs will be shut down. “All work will now be done through the mobile phone application or through call-ins,” said Jain.
For the project, the government has outsourced work to a private company. “A call centre will be set up to respond to calls and queries related to the mobile application. Nearly 2,000 persons will be employed for executing call-in services. They will be given e-tablets,” said sources.
For instance, when a person calls up the government for a learner’s licence or transfer of vehicle certificate, they will have to furnish their name, address and proof of identity. The staffer will then visit the caller at their house at a day and time of their convenience, said sources.
If the caller has an Aadhar card, the staffer will take the caller’s finger and iris scan on his tablet and match it against the Aadhar database. In case another proof of identity is furnished, it will be verified by the staffer in the following days. The caller’s geo-location will also be recorded at the residence as part of the verification process.
Sources said recording these details is a one-time process for each individual. When a person opts for e-service the first time, he/she will get a personal database, added the sources.
“A transfer of vehicle certificate, a learner’s licence or an NOC will be furnished immediately after an applicant’s verification is done and cleared at his residence. A permanent driver’s licence or a fitness certificate will be posted to the applicant’s residence a day after they take a driving test or get the vehicle checked,” said Jain.
He added, “Whatever we are spending on the e-service is much lesser than what we are currently spending on paperwork and other costs of operation. It will bring down costs in a big way.”
Sources said it has not been decided if there will be a cut in government jobs as a result of the e-governance system.
“It is unlikely that government staffers will be laid off. They will be given other duties in the same department since there is staff shortage everywhere,” said sources.