NDMC SCL’s emphasize on Good-Governance initiatives
The pace and growth of urbanization in India pose enormous challenges to urban governance. Over the last few years, mobile phones have become the preferred mode of internet access, with most people preferring to quickly access information and services over their mobile devices; however, most government/ civic services available over the internet are optimized for accessing through computer/PC. To overcome this limitation, governments are increasingly trying to take their services and interactions with the citizens on the mobile platform – this is commonly referred to as M-Governance. In many cases, M-Governance complements E-Governance and increases the flexibility and agility in governance functions, including those, which are citizen focused. It is important to bridge the urban infrastructure deficit and institutional reforms are crucial for reaching out to the private sector for sharing the financing burden and ensuring that it results in improved service delivery. Citizen participation exercise is very important under the Smart City Mission, as it would be pivotal in implementing government the schemes and missions on the ground.
NDMC has taken several IT-based initiatives through technology intervention for strengthening of e-Governance and m-Governance during to improve efficiency and effectiveness in providing civic services to citizens in an equitable, non-discretionary and transparent manner.
To ensure quality services “just by tapping on the phone”, NDMC SCL has launched a mobile-based app called NDMC-311 downloadable on Android and iOS platforms.
As of January 9, 2019, 51491 users had downloaded this app, which allows the citizens can make payments, do online applications, search emergency numbers, schedule appointments, receive notifications and report civil issues related to its jurisdiction.
This app provides open channels of communication which is noticeable in addressing public grievances. This platform is used by the officials for real-time monitoring.
The NDMC-311 app comes with an exclusive range of features, allowing citizens to access enormous civic services like availing detailed information about the NDMC; avail 24*7 emergency helpline from NDMC control room, fire, ambulance, disaster management, women helpline, etc.; pay water bill, electricity bill, property tax, and estate bill; look for nearby places of your current location. No matter whether you are looking for public toilets, police stations, metro stations, petrol pumps, taxi stands, hospitals, bus stands, veterinary clinics, NDMC library, gyms, markets, tourist locations, etc.; register complaints about any issue related to toilet department, NDMC Building Maintenance Department, electricity department and more with photos and remarks; receive a comprehensive range of citizen services like electricity, water, property tax, estate, Baratghar, yellow fever vaccination, birth and death certificate, online building approval, etc.; real-time information about the traffic and parking in different areas of the city; and connect with the NDMC in case of any queries.
As of January 10, 2019, the public grievances received on the NDMC 311 app was 86812, out of which 85195 grievances (98.13 percent) have been resolved. For the convenience of the authorities to redress the grievances, received on CPCB, Swachhta App, Listening Post of LG, and PWD Seva of GNCTD, etc.
Mobile e-challenging has been introduced in the NDMC 311 App.
Until December 2018 NDMC collected INR 1.81 crores through the imposition of fines/ penalties against issuance of 16,183 challans. The-challaning has helped in imposing of fines/penalties on a real-time basis thereby increasing realization of fines before Municipal Magistrates.
Further, the strength of the e-governance of NDMC is reflected by the launch of the online vigilance clearance system in October 2018, and until January 2019, 1660 clearances were issued, and continues to save several human-hours and has instilled efficiency into the system.
A dedicated online communication system with recording system has been deployed in the Vigilance Department for verification of the authenticity of the complaints. This has brought further transparency and effective vigilance.
NDMC has collaborated with the Ministry of Electronics and Information Technology, Government of India, and established a new Common Service Center (CSC), at Minto Road has been established to provide government services to the citizens at a single window such as Passport, Pan Card, AADHAR, IRCTC ticket booking, etc.
The e-office system of the National Informatics Center (NIC) of the NDMC has been stabilized and customized and created over 20, 000 files on the e-system successfully.
Legal Information Management and Briefing System (LIMBS) of the Ministry of Law and Justice, Government of India have given the NDMC the access to the LIMBS application to strengthen the monitoring of court cases. NDMC has become the first institution to enter data of all the 1244 court cases of NDMC into the LIMBS application.
Online pension application has been developed to facilitate the pensioners to access their accounts online and to register for AADHAR based Jeevan Praman for producing life certificate, the filing of grievances and downloading of Form 16. This application can calculate the qualifying services, pension, family pension, commutation of pension, gratuity as well as the generation of PPO Book.
Other e-governance initiatives undertaken by the NDMC include: online mutation of properties; development of tree information system for 100 trees of Lodhi Gardens; 49,000 digital door numbers have been assigned for properties and establishments like electricity meter, water meter, property tax etc., which will be identified with the unique number assigned to each such property, etc.
Some of the proposals for the impending 2019-2020 include: providing encrypted data security for birth and death applications in all hospitals in NDMC area; Multi-Protocol Label Switching (MPLS) to connect field offices of NDMC; enhance digitization of the civic services in the Palika Kendra Building; implementation of Single Sign-On (SSO) for all citizen services in NDMC area; up gradation of NDMC 311 App by adding additional modules; establishment of four CSCs in NDMC area for the delivery of essential public utility services, social welfare schemes, healthcare, financial, education and agriculture services, apart from host of government services to citizens; online booking of Baratghars, NDMC’s water tankers, community centers, and different NDMC venues for public events; online applications for electricity and water connections; provision of online payment gateway system to all civic services provided by the NDMC; among others.