e-Mitra – Department of Information Technology & Communication (DoIT&C), Government of Rajasthan

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Problem

• Manual processes and running around several far-off Government offices for availing any service
• Un-defined number of intermediate processes before the actual delivery of services
• Lack of accountability and transparency.
• Need multiple documents to upload.
• Manual record keeping of all physical documents

Solution

• Developing e-Mitra platform for complete digitized workflow along with digitally signed certificates.
• Integrating application with state resident data repository, evault, online validation of datasets
• Delivery of digitally signed certificates over whatsapp to citizen
• Automation of accounting, reconciliation & fund transfer to stakeholders.
• Training of kiosk owners through a soft-video conferencing facility.

Outcomes

• Catering up to 70-80 lakh customers per month with more than 600 services
• Standardization of application forms and minimization of document
• Availability of more than 100 B2C services of insurance, health, agriculture etc.. 
• Promoted green e-Governance with paperless offices and promoted easy record keeping with SMS gateway.
• Better tracking of pending applications with reduced number of footfalls

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Case Study

Service Delivery Platform

Introduction

Government of Rajasthan has set up the e-Mitra platform for delivery of all government and private citizen centric services as permissible under the law of land at the doorstep of common man in a transparent and cost effective manner.

Problems

Earlier, there was a system of manual processing and running around several far-off government offices for availing any service. There were an undefined number of intermediate processes before the actual delivery of services with lack of accountability and transparency.

Solutions

The department developed the e-Mitra platform for a complete digitized workflow for digitally signed certificates. The application is integrated with state resident data repository, e-vault, online validation of datasets, The digitally signed certificates are delivered over whatsapp to citizen

Outcomes

The platform caters up to 70-80 lakh customers per month with more than 600 services. There is a standardization of application forms and minimization of documents with availability of more than 100 B2C services of insurance, Health, Agriculture, Banking, e-commerce, education sector. 

Challenges

The government departments showed rigidity in adopting business process reengineering. There was a lack of understanding of ground-level challenges and practical difficulties.

Innovation

The development of metadata integration and interactive automatic e-Mitra Plus Service ATMs is an innovative step. There is an integration with payment gateway aggregators/banks/digital wallets for online payment by citizens. And the forms are enabled in a bilingual manner for labels and data entry.

Opportunities

The project has a large potential for replication by other states of the country.

Summary

eMitra provides over-the-counter Service Delivery till the last mile – eMitra counters are present in all Atal Seva Kendras to Gram Panchayat level across Rajasthan. Rajasthan is the only state to float EOI for onboarding B2C service providers to enhance B2C services and facilitate the citizen’s transparent service delivery based on First in First Out.

For more information, please contact:
Mr RK Sharma, Technical Director at rksharma@rajasthan.gov.in

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