Two new manpower agencies CSC e-Governance and Core Doc2 will replace VFS Global
The Doorstep Delivery Scheme has a robust infrastructure with 80 dedicated call-centre representatives
The call-centre representatives have attended more than 25 lakh calls as on date serving more than 5 lakh service requests
Delhi Government is developing a new and improved software application for the Doorstep Delivery of Public Services scheme
Kejriwal Government has revolutionised the way public service delivery system works in the country- Kailash Gahlot
With two new vendors on board, we don’t just intend to scale up and increase efficiency of our service, but also address even microscopic operational challenges that may come up- Kailash Gahlot
We are also soon tripling the services covered under Doorstep so that no Delhiite will have to spare time, money and effort in availing any Government service- Kailash Gahlot
New Delhi:
The Kejriwal Government is launching a new and improved version for doorstep delivery of public services and has onboarded two new manpower agencies for the same. The two third-party vendors, CSC e-Governance and Core Doc 2 (for trans Yamuna), will replace VFS Global. They have been recruited through a tender process that had been initiated in October 2021. These two agencies will cater to 70% and 30% of the demand respectively. Based on the positive response from the people of Delhi, the government has taken this step to improve the implementation of services under the Doorstep Delivery scheme.
The Aam Aadmi Party led Delhi government introduced the Doorstep Delivery of Public Services scheme in September 2018 that currently offers delivery of 100 services at the doorstep of the citizen. The government has claimed that no citizen of Delhi would have to stand in queues for the services listed under the scheme. Under this scheme, Citizens call on 1076 to book a service and a Mobile Sahayak visits them to collect necessary documents, saving them the hassle of traveling to government offices.
The scheme was launched initially with 40 services across 8 departments which has now expanded to 100 services across 14 departments. Some key departments most in demand include Revenue, Transport, Social Welfare with service requests for caste, income, domicile certificates, driving license, transfer of vehicle ownership etc. to name a few. The number of services under the Doorstep Delivery scheme is expected to be tripled in the near future. The Doorstep Delivery Scheme has a robust infrastructure with 80 dedicated call-centre representatives who have responded to more than 25 lakh calls as on date serving more than 5 lakh service requests.
As a result of this transition, there will now be close to 150 Mobile Sahayaks, supervisors and coordinators servicing through the Government of Delhi. Engaging two manpower agencies will decrease operational dependency on any one service provider and will provide the Delhi Government the flexibility to assign responsibilities as per need. Additionally, the Delhi Government is developing a new and improved software application for the Doorstep Delivery of Public Services scheme for better monitoring, application tracking, coordination and supervision. This shall provide transparency for all key stakeholders involved (call centre, manpower agencies, GNCTD) and ensure responsive delivery of services.
Administrative Reforms Minister Shri Kailash Gahlot, further stated “The Arvind Kejriwal government has revolutionised the way public service delivery system works in the country. In 2018, through Doorstep Delivery, we brought our Government to the doorsteps of the people, and since 2021, we have been going Faceless department wise, where we’ve been successful in bringing Government to your homes and fingertips. With two new vendors on board, we don’t just intend to scale up and increase efficiency of our service, but also address even microscopic operational challenges that may come up. We are also soon tripling the services covered under Doorstep so that no Delhiite will have to spare time, money and effort in availing any Government service.”