How we did it at Indore
The drive came from Govt. of Madhya Pradesh but Hon.'ble Collector Indore Shri Vivek Aggarwal took the initiative for its implementation at Indore. Within 4 days existing "Jan Seva Kaksha" was furnished for the new "Computerized Samadhan Kendra" at Collectorate Indore. Within 4 days required software for Services was developed and necessary training imparted to Tehsil staff at Indore.
The Inception

Newly furnished computerised "SAMADHAN KENDRA" was inaugurated on 19th June 2006 by Hon.'ble Member of Parliament Smt. Sumitra Mahajan. 10 counters were established and following services were started -

  • Help Desk
  • Domicile Certificate
  • Caste Certificate
  • OBC Certificate
  • Income Certificate
  • Arms License Renewal
  • Affidavits
  • Bank Challan
  • City Bus Pass
  • Right To Information
  • Nak
Samadhan Samiti Registration

Registration No. 03/27/03/09431/06

An Application in prescribed format is to be submitted in triplicate to Joint Registrar Firms & Societies along with a Fee of Rs. 1500/-
Interiors - The Samadhan Kendra has been setup in a hall of 2500 Sq. Ft.
Service Identification and Process Re-Engineering
Discussions were held with Tehsil and District Officials to identify the services which can be delivered on the same day. Accordingly Domicile and Income Certificate, Arms License Renewal, City Bus Pass were taken up. For Caste Certificate it was decided that the applicant can submit the application and the time duration from the usual 6 months could be cut down to maximum extent possible (15 - 30 days).

NIC Indore carried out discussions to understand the requirements and process of delivering identified services. The requirement was appropriately modeled from the citizens point of view as well as Government Officers' point of view with suitable suggestions to change working style wherever required.

For the citizen an easily comprehensible information set was designed for each service which included -

Application Form, Checklist of Mandatory and Optional Documents to be attached, Proforma for Affidavit, Proforma for other certificates like Gazetted Officer, School Principal, MP/MLA/Parshad, Report format expected from Patwari etc.

Accordingly an application was developed which had following main features for each service -

  • Interface for accepting Application details.
  • Capture Details of Documents attached with the Application.
  • Print Acknowledgement slip bearing unique "Token No."
  • Print Revenue Order Sheet
  • Print Certificate to be signed by authorised officer.
  • Capture Status of Application and print status report stating a valid reason for applicant on demand if certificate is not delivered.
  • Generate automatic Dispatch Numbers given by Govt. offices.
  • Print daily/periodic Reports for officerwise monitoring